Account Management Representative

Location:

505 Miller Avenue, Markham, Ontario

Position Type:

Permanent Full-Time

Reporting To:

Regional Sales Manager

Start Date:

Immediately

Hours:

Monday to Friday, 40 hours a week

Compensation

Base salary $65,000 per annum
$95,000 – $125,000, inclusive of base salary and commissions, plus additional benefits such as car allowance, gas reimbursement, health benefits, pension plan, and more. Opportunity to earn beyond the stated range based on sales growth

About Miller Waste Systems:

Founded in 1961, Miller Waste Systems is a proudly Canadian, family-owned company with 65 years of experience providing waste management and diversion services to municipalities, businesses, and industries across Ontario, Nova Scotia, and New Brunswick.

Today, Miller Waste operates collection fleets, recycling facilities, transfer stations, and composting operations that help communities manage waste responsibly while recovering valuable resources from the waste stream.

Miller Waste has been recognized as one of Canada’s Best Managed Companies for 16 consecutive years, a distinction that reflects our commitment to strong leadership, operational excellence, and a culture that values our people.

At Miller Waste, our people are our greatest strength. We provide a safe workplace, competitive compensation, opportunities for advancement, and the chance to build a long-term career with a company that is trusted by the communities it serves.

Summary:

The Account Management Representative is responsible for proactively managing and growing an assigned customer portfolio while delivering exceptional customer service and retention support. This role serves as a key connection between customers and internal departments to ensure service excellence, long-term client relationships, and sustainable business growth.

The ideal candidate is relationship-driven, solution-oriented, and motivated by identifying opportunities to improve customer satisfaction, retention, and revenue growth. Success in this role comes from balancing proactive account development with responsive issue resolution while acting as a trusted advocate for both the customer and the company.

Responsibilities:

Proactive Account Management Responsibilities

• Program Management & Customer Growth
• Identify business growth opportunities, lead, and service expansion opportunities within existing and prospective accounts
• Conduct regular customer touchpoint calls and account reviews to strengthen relationships and ensure ongoing satisfaction
• Analyze customer service trends and collaborate with internal departments to implement corrective actions where needed
• Monitor market conditions, customer needs, and competitive activity within assigned territories
• Educate and support customers regarding MWSI services, programs, and industry developments
• Conduct status update calls following major issue resolutions to ensure customer satisfaction and retention
• Support MWSI-driven program changes and customer initiatives

Customer Risk & Retention Analysis

• Proactively assessing customer risks and identifying retention opportunities
• Gather customer feedback to support continuous improvement initiatives
• Develop action plans to improve service consistency and customer experience

Reactive Account Management Responsibilities

Issue Management

• Log, monitor, and coordinate customer issue resolution processes
• Work closely with Sales Management and internal teams to ensure timely and consistent issue resolution
• Manage escalated customer concerns and assist in identifying long-term solutions to reduce recurring issues
• Track issue trends related to invoicing, operations, scheduling, equipment, and customer service

Customer Requests & Service Coordination

• Respond to customer requests including service changes, temporary equipment needs, ownership updates, and operational adjustments
• Prepare customer reports and account analysis as required (e.g., monthly weight reports)
• Act as the primary liaison between customers and internal departments including Operations, Billing, Contracts, Administration, and Service teams
• Ensure customer requests are communicated and resolved efficiently

Accounts Receivable Support

• Assist with the resolution of outstanding balances exceeding 90 days after standard A/R procedures have been completed
• Conduct account follow-ups and site visits when required in accordance with company policies
• Support account resolution efforts while maintaining positive customer relationships

Manage Customer Retention Efforts

The Account Management Representative plays a critical role in retaining business and managing customer concerns related to:

• Competitive activity
• Service-related concerns
• Pricing discussions
• Contract renewals
• Ownership changes
• RFP and tender opportunities

Develop Retention Strategies

• Respond quickly to customer cancellation requests and retention risks
• Negotiate retention solutions and support contract enforcement when appropriate
• Obtain competitor information and supporting documentation when required for retention analysis
• Document account losses, retention activity, and customer feedback within CRM and internal systems
• Coordinate account close-out procedures including equipment recovery and outstanding balance follow-up

Performance Expectations

Performance measurements may include:

• Customer retention efforts
• Upselling and revenue growth
• Account renewals and re-signs
• Customer satisfaction
• Revenue Management Principals
• Achievement of district and company performance goals

Competencies & Qualifications:

• Strong communication and relationship-building skills
• Excellent problem-solving and conflict-resolution abilities
• Ability to manage multiple priorities in a fast-paced environment
• Strong organizational and follow-up skills
• Experience working cross-functionally with operations, sales, and customer service teams
• Proficiency with CRM systems and reporting tools preferred
• Previous account management, customer service, or sales experience considered an asset

Posting closing date: This posting will remain active until it has been filled.

This posting is for an existing vacancy. Artificial intelligence is not used in the screening, assessment, or selection of applicants for this position.

We realize that you may not feel you have every qualification listed and that working to secure a career can be stressful. If you feel that you meet most of the company’s needs and that your passion for your work adds value to a growing company, we would still love to hear from you.

Miller Waste Systems is committed to equity, diversity and inclusivity in the workplace, we welcome applications from women, racially visible individuals, people with disabilities, indigenous peoples, and LGBTQ2S+ persons.

We are committed to providing people with disabilities with equal opportunities and standards of goods and services and are fully compliant with applicable provincial Disabilities Acts.

Miller Waste Systems strives to be an employer of choice. As a proudly Canadian, privately owned and operated Waste Company we have over 65 years’ experience of providing quality service to all our customers. We have been successful in achieving this goal by providing a family and employee centric environment at all our locations. We provide industry leading work environment and compensation, benefits, and pension programs.

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