Brokerage Operations Representative

The Brokerage Operations Representative oversees the execution of brokerage services, ensuring the smoothest possible customer and vendor experience with MWI, with a strong focus on escalation resolution, operational efficiency, and relationship management.

Reports to: Director, Brokerage Operations.

Core Responsibilities

• Build and expand MWI’s Vendor Network through online and phone outreach.
• Collect and organize vendor information for system upload, covering a wide range of waste and recycling service needs.
• Assist with system testing and troubleshooting during final stages of platform development.

• Participate in the RFP process for new customer onboarding, focused on vendor coverage and pricing.
• Manage incoming customer cases to ensure KPI progress and service quality.
• Handle service-related escalations to ensure timely and satisfactory resolutions.
• Maintain strong customer and vendor relationships, acting as a primary point of contact.
• Assist with preparation and delivery of customer reporting as needed.
• Support additional projects and responsibilities as assigned.
  
  

Skills & Competencies

• Must-have technical skills: Google Suite and/or Microsoft Office
• Good-to-have technical skills: Acumatica, HubSpot
• Must-have soft skills: Strong communication, leadership, organization, and relationship-building abilities

• Experience in waste and/or recycling management
• Demonstrated experience in relationship and vendor management
  
  

Performance Metrics

• Communication turnaround time and ticket completion rate
• Issue-to-resolution timelines
• Achievement of KPI targets for team performance
• Demonstrated experience in relationship and vendor management
  
  

Work Environment / Notes

• HQ office in Carmel, Indiana
• Applicants may work remote