Waste Management (WM), a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects.
I. Job Summary The Account Associate (AA) generates shareholder value by using a consultative retention based selling approach for larger, more complex Small/Medium commercial Waste Management customers as part of a team-based queue. The Account Associate manages existing business relationships focused on achieving budgeted retention goals by developing and implementing sound retention strategies, utilizing strong negotiation efforts to preserve business, and securing and updating contract agreements from WM customers as well as growing revenues from existing customers. The role of the Account Associate is to maintain a net positive business performance in the commercial space through proactive outreach, account retention and revenue protection efforts to maintain a mutually beneficial alignment between the customer and WM’s growth goals.
II. Essential Duties and Responsibilities To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.
Customer interaction (external and internal), response & follow up
Serve as the lead point of contact for customer account management matters as part of a team-based queue, establish and maintain a high level of customer satisfaction with internal and external customers, and build and maintain strong, long-lasting customer relationships
Align Waste Management products and services with customer needs, propose solutions that are compliant with appropriate local, state and federal regulations, and increase account penetration through consultative selling skills
Negotiate, update, and renew customer service agreements to maximize profits by providing ongoing education of contract details and use of strong negotiation skills
Resolve challenging customer requests and collaborate with the Inside Sales Manager to resolve all customer escalations or issues
Communicate rates, charges and service strategies with conviction as well as understand and effectively use customer incentives and concessions within appropriate profit targets and level of authority
Collaborate with sales team to identify and grow opportunities within territory and engage additional WM business opportunities, referring internally as appropriate
Administrative work
Use Waste Management sales productivity software tools accurately and consistently (i.e. Salesforce.com/Customer Relationship Management and Pricing Tools)
Prepare reports as needed and/or handle general administrative duties as appropriate
III. Supervisory Responsibilities This position has no supervisory responsibilities.
IV. Qualifications The requirements listed below are representative of the qualifications necessary to perform the job.
A. Education and Experience
Education: High School Diploma or GED (accredited).
Experience: One (1) year of WM experience or five (5) years of business to business account management at a proficient level.
B. Certificates, Licenses, Registrations or Other Requirements
None required.
C. Other Knowledge, Skills or Abilities Required
Ability to effectively convert customer cancellation requests into long term relationships
Ability to effectively build relationships across a wide variety of business types
Ability to multi-task and perform computer duties across multiple screens while on phone with customers addressing issues or concerns in a professional tone and temperament
Proficient in time management and in computer skills – Word, Excel, Power Point, etc.
Positive attitude that enjoys assisting and providing solutions to others
High impact communication in written and verbal manner
Ability to adapt to change and manage multiple priorities
Ability to negotiate effectively
Ability to utilize sound business practices
Ability to work independently and as part of a team
V. Work Environment Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) most of the work day;
Required to exert physical effort in handling objects less than 30 pounds rarely;
Normal setting for this job is an office setting.
Benefits At Waste Management, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.
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Salary.com Estimation for Account Associate in Columbia, MD
$43,456 to $56,316
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