Scale Buyer at Beacon Recycling – Muskegon, Michigan

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

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.