Customer Success Specialist

About West Coast Reduction Ltd.

At West Coast Reduction Ltd., we’re committed to ensuring that "Nothing is Left Behind." We collect food waste and by-products from farms, restaurants, bakeries, and supermarkets, transforming them into ingredients for animal feed, renewable energy, and thousands of other products used every day. Our mission contributes to a sustainable food supply and helps create cleaner, healthier communities. Learn more at www.wcrl.com.

Why Join Us?

• Join a reputable, family-owned company with a legacy of sustainability and over 450 employees.
• Enjoy continuous training and development to grow your career.
• Access a comprehensive benefits package, including extended health benefits.
• Take advantage of our generous RRSP matching program after one year.
• Play a vital role in a company making a tangible impact on environmental sustainability.

About the role

The Customer Success Specialist is responsible for executing Beyond Oil pilots, customer onboarding, training, product adoption, deliveries and ongoing field support for restaurant and commercial kitchen customers.

This is an execution-focused, individual-contributor role that works directly with operators, kitchen managers and back-of-house teams to ensure successful implementation and sustained use of Beyond Oil. The position also supports selected Redux service onboarding and customer-success activities related to used cooking oil recycling, organics recovery and other Redux programs. The role is not primarily responsible for prospecting or closing new business. A valid Class 5 driver’s license and personal vehicle are required for this position.

• Annual base salary $55,000 to $65,000
• Vehicle and business travel expenses reimbursed per Company policy

Key Responsibilities

General Responsibilities

• Support a portfolio of restaurant and commercial kitchen customers across the Lower Mainland and broader BC market
• Maintain close day-to-day collaboration with the Regional Manager of Redux Services, Beyond Oil Sales Representatives and WCRL operations teams
• Build credibility and rapport with customer contacts by providing dependable, practical and hands-on support
• Address customer questions and help troubleshoot implementation or service issues, escalating to the appropriate sales, collection, operations or management teams when required
• Maintain accurate and up-to-date customer records, visit notes, trial data and follow-up actions in the CRM and other required systems
• Represent Beyond Oil, Redux and WCRL professionally at customer meetings, new account launches, training sessions and industry events as directed

Pilot Implementation, Onboarding & Training (Primary Focus - 50%)

• Plan, coordinate and carry out Beyond Oil POC trials and onboarding visits for new customer locations
• Conduct site assessments to understand fryer configurations, oil-management practices, kitchen workflows, operating constraints and customer readiness
• Coordinate the product, testing equipment, trial materials and training resources required for each implementation
• Deliver Beyond Oil product, samples and trial materials to customer sites as required for pilots, launches and time-sensitive customer support
• Support hands-on trial execution, including fryer preparation, oil straining or filtration, dosing, TPM testing, data collection and observation of kitchen procedures
• Deliver practical training and train-the-trainer sessions for kitchen leaders and back-of-house teams on proper Beyond Oil usage and safe handling procedures
• Ensure customer teams understand the required operating routines, responsibilities and performance expectations before the trial or rollout is completed
• Track pilot progress, document results and communicate implementation status, risks and next steps to Redux leadership and the responsible Sales Representative
• Complete post-pilot follow-up and support a clear handoff into ongoing customer adoption and service

Customer Success & Ongoing Adoption (Secondary Focus - 35%)

• Conduct scheduled customer visits and follow-ups to reinforce correct product usage, operating routines and the value delivered by Beyond Oil and Redux programs
• Monitor customer adoption, satisfaction and performance indicators, and identify early signs of disengagement or implementation risk
• Help resolve product-use, training and service issues in the field by clarifying the problem, coordinating the appropriate solution and following up to confirm resolution
• Support multi-location rollouts, refresher training and new site launches as directed
• Collect and relay customer feedback to support improvements to the product, training materials, implementation process and overall customer experience
• Identify potential account-expansion or sales opportunities and refer them to the responsible Sales Representative or Redux leader (this role does not have primary responsibility for prospecting or closing new business)

Field Logistics & Redux Program Support (Secondary Focus - 15%)

• Complete deliveries of Beyond Oil product, trial supplies and training materials required for pilots, launches or customer support
• Maintain appropriate control and care of assigned testing equipment, training tools, product samples and field materials
• Support selected Redux onboarding activities by confirming that bins, equipment, collection procedures and service schedules are properly understood and set up from day one
• Assist with customer events, demonstrations, training initiatives and other field-based program activities as directed

Qualifications

• A minimum of two years of recent, hands-on, back-of-house restaurant experience is required
• Experience in roles such as Sous Chef, Kitchen Supervisor, Lead Line Cook, Kitchen Manager or a similar back-of-house position is preferred
• Strong understanding of commercial kitchen operations, fryer workflows, oil filtration or straining practices and safe handling procedures
• Flexibility to work a variable, non-traditional schedule based on customer and pilot requirements, including early mornings, evenings and occasional weekends. Some pilot days may require separate morning and evening work periods within the same day to align with customer kitchen operations
• Good verbal and written communication skills, with the ability to train kitchen teams and communicate effectively with operators and managers
• Highly organized, dependable and able to manage multiple customer visits, trials, follow-ups and reporting requirements
• Comfortable taking direction and executing against priorities, processes and implementation plans established by Redux leadership
• Comfortable collecting operational data, maintaining accurate records and using measurements such as TPM readings during customer trials
• Proficiency in Microsoft Office Suite is required. Familiarity with CRM systems or JD Edwards EnterpriseOne is an asset
• Valid BC Class 5 driver's license and reliable transportation for regular travel to customer sites is required
• Available for regular travel throughout Metro Vancouver and the Lower Mainland, with occasional overnight travel throughout BC and across Canada to support key customer pilots, training, rollouts and national-account requirements. Occasional travel elsewhere in North America may also be required
• Comfortable working in active commercial kitchens, being on their feet for extended periods, working around hot equipment, fryers and cooking oil, and handling or transporting product samples and trial materials while following all safety protocols
• Ability to lift and carry product samples, testing equipment and training materials (up to approximately 25 lbs)

Performance Metrics

• POC trials and customer onboardings completed accurately and within agreed timelines
• Customer training and train-the-trainer sessions completed
• Completeness and accuracy of pilot data, visit notes and CRM records
• Successful transition from pilot to adoption, measured in coordination with Sales and Redux leadership
• Customer satisfaction, adoption and retention within the assigned portfolio
• Timeliness of issue identification, escalation, resolution and follow-up
• Completion of scheduled visits, launches and field-support activities

Take the next step in your career by joining a company committed to sustainability and excellence. Apply today to be part of a team that transforms waste into opportunity and helps build a cleaner, greener future.

INTERESTED CANDIDATES ARE INVITED TO SUBMIT THEIR APPLICATION VIA THE "APPLY" LINK

Thank you in advance for your interest in this opportunity, however, only those individuals who are selected for an interview will be contacted.