About Us:

At Stericycle, we deliver solutions and drive innovations that protect the environment, people, and public health. This includes working to create a more sustainable, shared future. Our innovative solutions make a difference in people’s lives, communities, and our planet by protecting their health and well-being. Change your career. Change your world. Join Stericycle and help protect health and well-being in a safe, responsible, and sustainable way.

Position Purpose:

The Manager Customer Resolution is responsible for overseeing, leading, and cross-functionally managing customer resolution projects both directly & indirectly while supporting initiatives to remove customer problems proactively for Stericycle’s top enterprise level customers.

Key Job Activities:

• Oversees Customer Resolution projects including managing department programs and client driven initiatives (technical and non-technical) of various diverse scopes in a cross-functional environment enabling customer loyalty.
• Applies advanced knowledge and understanding of concepts, principles, and technical capabilities to manage a wide variety of complex customer issues for Enterprise-level customers.
• Manages various work plans to ensure project & customer commitments are met - on time.
• Receive, coordinate and deliver resolution to large cross-functional problems for Enterprise level customers.
• Develop sound communication and working relationships with other cross functional processes
• Act as a liaison to advise managers of needs for improved cross functional processes based on findings within problem resolution/mitigation activities
• Generate timely and concise communication to leadership regarding project status and pending issues.
• Perform other duties and responsibilities, as assigned

Education:

Experience (North America):

• Bachelor’s degree in Business, Marketing, Environmental Safety and Health preferred OR related work experience, particularly a regulated industry.
• 5+ years’ experience in a customer service/customer retention role, or the equivalent in related work experience, demonstrating sound judgment, attention to detail and initiative to satisfy customer requirements
• Competent in process improvement methodology and tools
• Experience using CRM tools in business-to-business environment to support customer service activities. Appropriate technical acumen in telephony and legacy-based systems. Proficiency in software including Word, Excel, PowerPoint and Visio.

Benefits:

Stericycle currently offers its employees the option to participate in a full range of benefits, including a health care program which includes medical, dental, vision and prescription coverage, healthcare and dependent care flexible spending accounts, life and accidental death and dismemberment insurance, an employee assistance program, tuition reimbursement, paid vacation and sick time, a 401(k) plan, and an employee stock purchase plan. Participation in some programs requires that employees be regularly scheduled to work a minimum number of hours and/or to have fulfilled a waiting period after they begin employment with Stericycle.

Disclaimer:

The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job. This document does not create an employment contract, implied or otherwise. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources policies and local laws. To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.