[Hiring] Logistics Escalations Specialist @Waste Management, Inc. (WM)

Role Description

The Specialist, Logistics Solutions plays a pivotal role in resolving high-impact service issues escalated by internal stakeholders, including Sales, Customer Experience, National Accounts, and field operations. This position requires advanced problem-solving, cross-functional coordination, and the ability to manage complex service recovery efforts across all lines of business. The Specialist serves as a subject matter expert and escalation point, ensuring timely resolution, root cause analysis, and continuous improvement in customer satisfaction and operational efficiency.

Essential Duties and Responsibilities

• Act as the primary contact for escalated service issues from internal teams, including Sales, Customer Experience, and Operations, across multiple communication channels (phone, email, chat, and case management systems).
• Analyze and resolve complex service disruptions by coordinating with dispatch, site leadership, and cross-functional teams to implement timely and effective solutions.
• Manage a high volume of escalations independently, prioritizing cases based on urgency and business impact.
• Maintain detailed and accurate documentation of all escalation cases, tracking trends and contributing to process improvement initiatives.

Qualifications

• High School Diploma or G.E.D.
• 3 years of relevant work experience with working in a team setting, with the ability to communicate to several areas effectively.
• 3 years Multi-tasking in a fast-paced work environment with excellent organizational skills.
• Experience working cross-functionally with internal teams to resolve service issues.
• Bachelor's Degree (accredited) - Preferred.
• Familiarity with CRM and case management tools (e.g., Salesforce, ServiceNow) - Preferred.

Benefits

• Competitive total compensation package that includes medical, dental, vision, life insurance, and short-term disability.
• Stock purchase plan.
• Company matching on a 401(k).
• Paid vacation, holidays, and personal days.
• Benefits may vary by site.