Full-time

Description

The Scale Buyer / Customer Service Agent serves as the front line of Beacon Recycling's customer experience, responsible for grading and purchasing ferrous and non-ferrous metals while creating world-class customer interactions. This role combines technical expertise in metal grading with exceptional customer service skills to build lasting relationships, ensure fair and accurate transactions, and represent Beacon's commitment to professionalism and integrity.

As Beacon's first point of contact for many customers, this position requires someone who takes pride in delivering outstanding service, communicating clearly and respectfully, and turning every customer interaction into a positive experience that builds loyalty and drives repeat business.

ESSENTIAL DUTIES AND RESPONSIBILITIES

World-Class Customer Experience

Greet every customer warmly and professionally, making them feel valued from the moment they arrive
Create a welcoming, clean, and organized scale environment that reflects Beacon's professionalism
Listen actively to customer needs, questions, and concerns with patience and empathy
Communicate clearly and transparently about grading decisions, pricing, and processes
Handle customer complaints and concerns professionally, resolving issues promptly or escalating appropriately
Go above and beyond to exceed customer expectations and create memorable positive experiences
Follow up on customer concerns to ensure satisfaction and demonstrate care
Build rapport and trust through consistent, honest, and respectful interactions
Represent Beacon's values and commitment to integrity in every transaction
Proactively identify opportunities to improve the customer experience

Metal Grading & Purchasing

Identify, grade, weigh, and document ferrous and non-ferrous metals according to quality expectations with precision and expertise
Ensure 100% accuracy of all weights and maintain calibrated scale equipment
Communicate grading and quality expectations to customers clearly, educating them on material specifications
Explain grading decisions in a professional, customer-friendly manner when customers have questions
Direct customers where to dump their material safely and efficiently
Process transactions quickly and accurately to minimize customer wait time
Enter correct customer and product data into the computer system with attention to detail
Recognize and classify metals such as brass, copper, stainless steel, aluminum, and other metals with color vision accuracy
Stay current on market pricing and material specifications to ensure competitive, fair purchasing

Relationship Building & Community Engagement

Develop and maintain positive, long-term relationships with customers within the community
Remember regular customers by name and show genuine interest in their business
Provide helpful advice and guidance to customers about material preparation and market conditions
Build trust through consistency, fairness, and transparent communication
Represent Beacon positively in the community as an ambassador for the company
Identify opportunities to attract new customers through exceptional service to existing customers
Thank customers for their business and invite them to return

Operational Excellence & Support

Maintain impeccable order and housekeeping of scales and surrounding warehouse areas
Ensure scale area presents a clean, professional, and safe appearance at all times
Follow all safety rules and procedures and observe operations to ensure a safe environment for customers and team
Conduct pre-shift and ongoing safety checks of scale area
Assist with shipping documents and load van trailers as required
Support warehouse team during peak periods or as needed
Maintain organized records and documentation for all transactions
Process paperwork efficiently and accurately

Continuous Improvement & Teamwork

Proactively identify and suggest improvements to customer service processes
Share customer feedback with management to drive continuous improvement
Act in a professional, courteous, and cooperative manner toward customers and co-workers
Collaborate with warehouse and operations teams to ensure smooth customer flow
Participate in team meetings and training to continuously improve skills
Embrace coaching and feedback to enhance performance
Support company initiatives and maintain a positive, solution-oriented attitude
All other duties as assigned

Requirements

QUALIFICATIONSEducation

High School Diploma or equivalent required
Customer service training or certification preferred

Work Experience

Previous experience in customer service, retail, or customer-facing roles required
Previous experience in weigh or scale operation required
Outdoor/warehouse experience preferred
Experience in metals recycling, scrap yard, or industrial environment required

SKILLS AND KNOWLEDGECustomer Service Excellence

Exceptional interpersonal skills with ability to build rapport quickly
Strong verbal communication skills with professional phone and in-person etiquette
Active listening skills and empathy for customer concerns
Conflict resolution skills with ability to de-escalate tense situations
Patience and composure when dealing with difficult customers or situations
Service-oriented mindset with genuine desire to help customers succeed
Ability to create positive first impressions and lasting relationships
Professional appearance and demeanor at all times

Technical & Operational

Ability and willingness to learn to recognize and classify metals such as brass, copper, stainless steel, aluminum, and other metals
Basic math and computer skills required for accurate transaction processing
Attention to detail for precise weighing, grading, and data entry
Understanding of quality standards and material specifications
Ability to learn and apply pricing structures and market conditions
Problem-solving skills to address customer questions and operational challenges
Microsoft Outlook, Office experience preferred but not required

Personal Attributes

Self-starter with positive attitude who requires little to no supervision
Strong emphasis on safety
High integrity with commitment to honest, fair transactions
Reliable attendance and punctuality, customers depend on consistency
Professional demeanor with ability to remain calm under pressure
Strong work ethic and pride in representing Beacon professionally
Adaptability and flexibility to handle varying customer volumes and situations
Team player who supports colleagues and contributes to positive work environment

Communication Skills

Strong ability to read, write, and communicate in English to comprehend and follow written procedures, container labels, and safety precautions
Ability to explain complex grading or pricing decisions in simple, customer-friendly terms
Clear and professional communication style appropriate for diverse customer base
Ability to document customer interactions and issues accurately
Communicate frequently with the following groups: Commercial Team, Yard Operators, Scale House Team

Physical Requirements

Ability to meet the physical demands of this position
Ability to stand, walk, lift, bend, squat, stoop, etc. for long periods of time
Ability to lift up to 50 lbs occasionally
Willing to learn and strictly follow all company safety procedures
Comfortable working in both indoor and outdoor environments

KEY COMPETENCIES

Customer Focus – Genuinely cares about customer satisfaction and goes extra mile to exceed expectations
Communication Excellence – Clear, professional, empathetic communicator who builds trust
Technical Expertise – Accurate metal grading and transaction processing with attention to detail
Integrity – Honest, fair, and transparent in all customer dealings
Problem Solving – Resourceful in addressing customer concerns and operational challenges
Professional Presence – Represents Beacon with pride, professionalism, and positive attitude
Continuous Improvement – Always looking for ways to enhance customer experience

CUSTOMER SERVICE STANDARDS

Every customer interaction should reflect:

Respect – Treat every customer with dignity regardless of transaction size
Responsiveness – Address questions and concerns promptly
Reliability – Consistent, accurate, and fair in all transactions
Recognition – Remember regular customers and show appreciation for their business
Resolution – Solve problems quickly or escalate appropriately

Our goal: Every customer leaves feeling valued, fairly treated, and eager to return.

WORKING CONDITIONS

Work is performed in an indoor and outdoor environment with exposure to all weather conditions including heat, cold, rain, and snow. The scale area serves as Beacon's "front door" to customers and must be maintained as a clean, professional, welcoming space. Fast-paced environment with varying customer volumes throughout the day. Direct customer interaction throughout entire shift. May be exposed to dust, metal fragments, noise, and industrial equipment. Saturday availability required. Uniform Provided.

Circular Economy / Recycling jobs in Muskegon

Scale Buyer