Specialist, Producer Relations - Contract - Canada

OVERVIEW

Reporting to Team Lead, Producer Relations, the Specialist, Producer Relations is a business contact between producer partners and Circular Materials. This role will be focused on supporting producers as they file their extended producer responsibility/individual producer reports in time for their reporting deadline. As the main point of contact between producers and Circular materials you will interact with stakeholders daily facilitating timely and accurate producer reporting while providing high-quality service.

Our team supports producers across the country, so staggered shift schedules are required to support producers in multiple time zones. Full standard service coverage spans between 8:30 am and 6:30 pm EST.

RESPONSIBILITIES

• Inbound inquiry management via phone, email and chat support to provide a best-in-class producer experience for producer obligation management.
• Support producer account management, including regulatory reporting, late reporting follow-up.

• Build and foster strong relationships with producers by providing customizable and exemplary service, via managing communications, education, recruitment and onboarding.
• Communicate policies, rules, contractual requirements, legislation, and regulations pertaining to the reporting of material tonnages and payment of fees.
• Clearly communicate and understand life cycle of reporting – preparation and methodology, understanding obligation and designated materials, report submission, report review, fixing report errors, explaining invoices.

• Interact with producers, via phone, on camera, or on chat, tracking each interaction via Circular Material’s CRM system.
• Understand and communicate producers needs, constantly ensuring our value proposition exceeds producer expectations.
• Maintain SLA standards for response and issue handling. Meet KPIs as assigned.
• Other tasks as assigned may include report validation in some jurisdictions, ability to interpret data and detecting and amend anomalies to ensure report accuracy.

QUALIFICATIONS

Education

• Post-secondary education is required. Ideally in Business Administration or Customer Service Management – is preferred or equivalent account management experience.

Experience

• 2+ years of progressive customer service and account management experience.
• Knowledge of CRM, managing customer behaviour and conflicts, building customer relationships.

Knowledge/Competencies/Skills

• Bilingualism is an asset for this role (French/English).
• Analytical and problem-solving skills while addressing large data sets.
• Strong communication and public speaking skills- verbal and written.
• Experience with client relationship building.
• Dedicated attention to detail and accuracy.
• Strong research capabilities and documentation skills.
• Interest in environmental issues and how businesses contribute to good environmental performance.
• Flexible, adapting to new and changing tasks and can multi-task in a fast-paced and changing work environment.
• Advanced Excel skills and comfortable learning new online tools.
• Working knowledge of SAP would be an asset.
• Excellent teamwork and collaboration skills.
• Experience working in a call centre or in a similar office environment would be an asset.

WORKING CONDITIONS

• All CM employees work 40 hours per week, remotely from a home office environment.
• Overtime in peak season.

PAY TRANSPARENCY 

Expected Compensation: 

• An annualized salary in the range of $50,000 to $60,000.
• The wage range listed complies with the Ontario Employment Standards Act and reflects a potential earnings range for this role.  The actual wage offered will be determined within the range, and will depend on factors, such as the candidate’s unique qualifications, relevant experience, work location and expected contributions.   

Job Vacancy Reason 

• This is a replacement position.

Artificial Intelligence 

• AI is not used during our hiring processes.  

Applicant and Interviewee Communication 

• We thank all applicants for their interest. However, only those under consideration will be contacted. 

• Applicants who have been interviewed will be informed whether a hiring decision has been made within 45 days of their final interview. 

Record Retention  

• Job posting records and associated application forms will be retained for at least three years.  

ABOUT CIRCULAR MATERIALS

Circular Materials is a national not-for-profit producer responsibility organization (PRO) that supports producers in meeting their extended producer responsibility (EPR) obligations across Canada. Created by producers for producers, we design, ,  and deliver effective recycling programs that drive advance innovation, improve environmental outcomes and create value across the recycling supply chain.

Through full-service program delivery,  including collection, management, promotion, education, and reporting, we are advancing systems where more materials are recycled and returned to producers for use in new packaging and products. 

Learn more at circularmaterials.ca. 

Circular Materials is an equal opportunity employer, committed to building a workforce that reflects diversity of thought, skills, experiences,  and backgrounds as we work together to accelerate a circular economy for people and the planet.

Our inclusive hiring practices aim to foster a culture where all employees feel a strong sense of belonging. We are proud of our recent diversity survey results which showed that: 

• 54% of Circular Materials employees identify as women.
• 50% of Circular Materials employees identify as visible minorities.
• 90% of employees believe Circular Materials fosters a strong sense of belonging for employees of all backgrounds. 
• 86% of employees recommend Circular Materials as an inclusive workplace.  

We welcome applications from candidates of all backgrounds, including Indigenous Peoples (First Nations, Inuit, and Métis), persons with disabilities, racialized individuals, and members of the 2SLGBTQIA+ community.  Circular Materials is committed to reconciliation and to advancing Indigenous representation and partnerships across our organization and programs.  We recognize that we operate on the traditional territories of diverse Indigenous Nations, and are dedicated to respecting Indigenous rights, governance, and contributions in our work and communities.

Circular Materials supports reasonable requests for accommodation in accordance with all applicable provincial accessibility standards. Requests for accommodation will be provided by Circular Materials through the recruitment and/or assessment processes, upon contactinghumanresources@circularmaterials.ca. This email is only used for accommodation requests.