Position: Customer Fulfillment Specialist

Classification: Full Time

Position Overview

The Customer Fulfillment Specialist is responsible for coordinating and supporting the delivery of waste management services to customers across YORK1's operating regions. This role serves as the primary point of contact for customer service requests, order fulfillment, scheduling, and service coordination, ensuring customers receive timely and accurate service while maintaining a high level of satisfaction. The Customer Fulfillment Specialist works closely with Operations, Dispatch, Sales, and Field Teams to coordinate bin deliveries, removals, exchanges, service requests, and account updates while ensuring operational efficiency and service excellence. This position reports to the Company’s territory Dispatcher.

Essential Duties and Responsibilities include, but are not limited to the following: Customer Service & Account Support

• Serve as the primary point of contact for customer inquiries regarding waste collection, bin rentals, disposal services, invoicing, and service requests.
• Build and maintain positive customer relationships through professional and timely communication.
• Resolve customer concerns, complaints, and service-related issues by coordinating with internal departments.
• Provide customers with information regarding services, pricing, scheduling, and operational requirements.

Service Fulfillment & Scheduling

• Process and manage customer orders for waste collection, roll-off bins, portable sanitation, recycling, and related services.
• Coordinate service requests including deliveries, exchanges, pickups, and emergency service requirements.
• Schedule and confirm customer appointments while ensuring operational capacity and route efficiency.
• Monitor service completion and proactively communicate delays, schedule changes, or service disruptions.

Operations Coordination

• Liaise with Dispatch, Drivers, Site Supervisors, and Operations teams to ensure service commitments are met.
• Monitor daily service activities and assist with resolving operational issues impacting customer service.
• Ensure accurate documentation of service requests, work orders, and customer communications.
• Support route optimization and scheduling activities as required.

Data Management & Reporting

• Maintain accurate customer records within company systems.
• Update service information, customer accounts, and operational data in ERP and CRM platforms.
• Generate reports related to customer service activities, service completion, and operational performance.
• Assist with tracking service metrics and customer satisfaction initiatives.

Continuous Improvement

• Identify opportunities to improve customer service processes and operational efficiency.
• Support implementation of customer experience initiatives and process improvements.
• Participate in departmental projects and cross-functional initiatives as required.

Qualification & Experience

• Post-secondary education in Business Administration, Customer Service, Logistics, Supply Chain, or a related field is preferred.
• Equivalent combinations of education and experience will be considered.
• 2–5 years of experience in customer service, dispatch coordination, logistics, transportation, waste management, construction services, or a related industry.
• Experience working in a fast-paced operational environment is preferred.
• Strong customer service orientation and relationship management skills.
• Excellent verbal and written communication abilities.
• Ability to manage multiple priorities and changing customer demands.
• Strong problem-solving and conflict-resolution skills.
• High attention to detail and organizational skills.
• Ability to work collaboratively with Operations, Dispatch, Drivers, and Sales teams.
• Proficiency in Microsoft Office Suite, including Excel, Outlook, and Teams.
• Experience with ERP, CRM, dispatching, or routing software is considered an asset.
• Knowledge of waste management, environmental services, transportation, or construction operations is preferred.

Key Performance Indicators (KPIs)

• Customer satisfaction and service quality.
• Order and service request accuracy.
• On-time service fulfillment.
• Customer response and resolution times.
• Data and account accuracy.
• Operational coordination effectiveness.
• Compliance with company policies and safety requirements.

Core Competencies

• Customer Focus
• Accountability
• Communication
• Teamwork & Collaboration
• Problem Solving
• Adaptability
• Attention to Detail
• Service Excellence

Why This Role Matters

At YORK1, delivering exceptional service to our customers is critical to our success. The Customer Fulfillment Specialist plays a key role in ensuring that customer requests are executed accurately, efficiently, and on time. By coordinating closely with customers, operations, dispatch, and field teams, this position helps maintain service excellence, strengthen customer relationships, and support operational performance. The role directly impacts customer satisfaction, service reliability, revenue generation, and YORK1's reputation as a trusted environmental and waste solutions partner. Through proactive communication, problem-solving, and attention to detail, the Customer Fulfillment Specialist helps ensure seamless service delivery while supporting the company's commitment to operational excellence and customer-focused solutions.