Focus on Customer Experience

Meet our New VP of Customer Experience — Sheila Morris.
We are proud to announce the promotion of Sheila Morris.  Sheila’s 21 years of experience at Heritage has built a vast knowledge and understanding of the level of service our customers expect.  Sheila was hired as a Field Chemist in 1997 and over the years served as a Customer Service Representative, Technical Services Manager, Service Center Manager, and Director of Operations.  Sheila’s diverse experience in technical services, field services, emergency response, onsite operations, transportation and disposal serves as a strong foundation for leading excellent customer service for Heritage.

What is CX?  Why now?
According to Wikipedia, “customer experience (CX) is the product of an interaction between an organization and a customer over the duration of their relationship. This interaction is made up of three parts: the customer journey, the brand touchpoints the customer interacts with, and the environments the customer experiences (including digital environment) during their experience. A good customer experience means that the individual’s experience during all points of contact matches the individual’s expectations.”

Recently Heritage formed a Customer Experience Review Committee and invested a significant amount of time reviewing our customer interactions.  The group identified those “moments of truth” when our actions influence our customer’s perception of us as a company and forms their satisfaction judgement.

At Heritage we understand that your CX cannot be fenced in by pre-determined processes and older conventions, e.g. “this is the way it’s always been done.”  In addition to being innovative in our search for better ways to provide waste solutions, we feel we have been progressive in modernizing our systems as well.  And, continuous upgrades to those systems are rolling out as fast as possible.  But what is next?  How can we be assured we are providing service in a manner that addresses the customer need?

Simply put, to assure that we meet or exceed your expectations (and retain or expand our business relationship), Heritage is starting from the top down.  We are paying attention at every business transaction level.  We are organizing our personnel to better focus on your needs.  We are investing our time and money — in training/mentoring for our personnel and in technology.  The motto for our CX Team is ‘High Tech, High Touch.’  And, we want your input and feedback on what we can do to meet your expectations and make your job easier.

Tell us what you think:  Heritage Customer Survey

Rineco Direct is Transitioning to Heritage EIS

As a valued customer, we want to keep you updated on system improvements that will be implemented soon.

Over the past year, since the acquisition of Rineco, we have explored and identified the best and most important aspects of our online systems.  Our customer service team and IT professionals have been hard at work to incorporate the best of both companies into an improved EIS (Environmental Information System).

When fully implemented, you will see improvements in how we operate online:

  • Wastestream Profiling
  • Quotes
  • Drum Labeling
  • Invoices
  • Image Retrieval
  • Reporting

New Labels are Coming

The first change you will notice is drum labels.  When you schedule a pick-up, the labels we provide to you will be changing.  Important new features:

  • Use EIS to print from your facility (accumulation labels or final labels)
  • Add your customized content tied to your business processes.

Click Here to download a pdf file with more information the labels.


Rineco Direct

While new customers and new wastestreams are already tracked in EIS, we will also start tracking your operating transactions in EIS soon.  At the same time, we will not simply shut down Rineco Direct. All of your historical data will remain accessible via that system until you are notified otherwise.

If you have any questions about the planned changes, never hesitate to contact your Heritage representatives.  Not sure who to call, simply dial 877-436-8778.

e-Manifest Summary

The Hazardous Waste Electronic Manifest System  

As many of you are aware, effective June 30th of this year, EPA will launch an electronic manifest (e-Manifest) system.  Rest assured that Heritage has been diligently participating in the implementation process.  Presently, EPA continues active development on the e-manifest system, prompting Heritage to choose continued use of paper manifests to manage waste shipments until full electronic implementation is feasible.  Paper manifests are the least disruptive and have the lowest impact on the hazardous waste generator community.  Heritage will continue to return your completed manifest in the same manner as you receive it now.  In addition, you will continue to have access to your completed manifests in our EIS system.

Heritage will offer a fully electronic manifest option when it is prudent considering our dedication to our core value of “Safe and Compliant or Not at All,” with our primary goal being to safely and compliantly manage the shipment of your hazardous wastes.


e-Manifest Options

EPA has provided Options for manifest submission as listed below:

  • Option 1: Completely electronic manifest;
  • Option 2: Hybrid manifest, which starts on paper and the transporter converts to electronic;
  • Option 3: Paper manifest to the TSD, where the TSD submits data and a manifest scanned image after shipment is complete;
  • Option 4: Scanned copy of the manifest with minimal data uploaded; or
  • Option 5: Paper copy mailed directly to EPA.

As explained above, at this time we have selected Option 3 from EPA’s acceptable list, where the TSD facility performs nearly all of the “electronic” parts of the e-Manifest process.


Signature Issues

Option 1 manifests require CROMERR signatures by all parties.  This type of signature is more than using a conventional tablet to sign your name.  EPA will provide a web-based application that supports electronic signatures.  However, this requires the completion of a registration process for the electronic signers.  Additionally, while there will be a mechanism to copy a previous manifest in the EPA’s e-Manifest system, it does not accommodate the electronic waste profile information that Heritage has in our system.  Heritage is developing a fully electronic manifesting system which will allow our customers to configure manifests online, much like our current ordering capabilities.


Continuing Paper Requirements

The e-Manifest system will still require that some paper be used for every shipment, even for the completely electronic Option 1.  The requirement for paper land disposal restriction forms to accompany at least the first shipment of a new wastestream has not been removed.  DOT requires paper to be available with the truck driver for emergency response purposes.  The transition to a completely paperless shipment mode will require additional regulatory actions from both DOT and EPA.  EPA is replacing the current 6-part manifest form with a 5-part form that allows for the change in distribution requirements.  However, EPA has also stated that existing 6-part forms will be accepted after June 30th — allowing for usage of existing stock and the ability to obtain the new form from approved printers.



The EPA will charge e-Manifest fees directly to the TSD facilities. These fees are associated with recovering EPA’s development expenses and maintaining EPA’s operating budget for the e-Manifest program.  Heritage has and will continue to invest heavily in software and hardware development to ensure e-Manifest implementation is seamless to our customers.  Heritage will apply a $15 fee per manifest to cover federal fees and our development and maintenance costs.



No actions are required on your part for the Option 3 manifest process Heritage will initially employ.  However, e-Manifest registration is strongly recommended and does offer several benefits.  In particular, registration will allow generators to view all manifest data as soon as it has been uploaded to EPA by Heritage.   EPA and Heritage are encouraging generators to register at least two Site Managers per location.  If you want to “test drive” the e-Manifest today, you can do this but must register in EPA’s test system.  After June 30, you will need to be registered in the production e-Manifest system.  Registration in the test system does not transfer to the production system.


In Closing

Heritage will continue to provide updates about e-Manifest and will provide webinar training well before our customers are required to make changes to their waste manifesting processes.  But remember that on June 30, 2018, nothing will change for Heritage customers.

Innovative Solutions for Challenging Zero Waste to Landfill Facilities

Heritage takes pride in our ability to recognize innovative opportunities that can be leveraged to help our customer’s reach their sustainability goals.  As we continue to successfully transition many customer facilities into Zero Waste to Landfill (ZWLF) status, the task remains challenging where we encounter sites with smaller volumes, limited space for containers, and locations that are further away from resources.

While Heritage has been able to show success through a number of unique mechanisms, one recent innovation happened almost by serendipity.  Heritage Interactive Operations Manager Shaun Miller was traveling through a New York airport when he noticed something that many people stroll by every day but take for granted. He decided to inspect the small trash cans located every hundred feet that were in actuality, small scale compactors.

Once back at the office, Miller brought the idea of scaling up the technology to assist with our customer’s needs to Senior Program Manager Drew Steuer.  Steuer volunteered to research the manufacturers and sellers of the small footprint compactors and form strategic partnerships with them.  His expanded knowledge of this equipment field allowed us to develop pilot programs at key facilities where small amounts of general trash remained after full recycling programs were implemented.

With the addition of the small compactors, we were able to roll out the following values to our customers:

  • Small footprint equipment combined with lower capital investment allowed for greater options at facilities where financial capabilities, available space, and small volumes had previously created roadblocks to ZWLF success.
  • By including an onsite scale, the program was able to demonstrate true waste weights versus the historic industry estimates, which allowed for some facilities to demonstrate that they were already below the “2″ Material to Landfill Threshold”, in order to qualify for ZWLF status without changing any current processes.
  • The leak free, bagged, baling system on the compactor meant that Heritage could consolidate the material onsite, eliminating the cost currently allocated for separate containers.
  • The waste bags were able to be packaged in gaylord boxes that are easily transported by standard shipping trucks to a landfill free treatment facility.

The Heritage team’s constant diligence in keeping their eyes open for innovation, along with their hard work and the perseverance of our customer partners, made this program a success.  With our long-standing habit of sharing best practices, Heritage is now rolling out these small compactor programs at similar locations for our other customers.  As we continue to think strategically and push for new and exciting innovations in environmental sustainability, it is our customers that reap the rewards.

For more information contact: Shaun Miller, Heritage Interactive Services,

Our Beacon of Safety

We started a tradition three years ago of imprinting trailers with full images that help share our Heritage vision and values. Our 2015 truck image boasts “Every Day is Earth Day at Heritage.” 2016 was dedicated to our value that “Integrity Matters.” Our 2017 truck image (photo supplied by Kat Hanafin for The Nautical Collection) is all about safety and service. This newest image depicts the Scituate Lighthouse in Massachusetts on the East Coast and almost directly across the country on the West Coast, the North Head Lighthouse in Washington. The trucks that display this image will become Beacons of Safety as they service our customers, and as the truck says “Secure, Compliant and Courteous… from sea to shining sea!”

Is Mailback Right for You?

Do you need an easy, convenient way to dispose of small quantities of universal, pharma or medical wastes? At Heritage we offer the LifeCycle Mailback program. You can order and pay for your container in one place on our website. We mail you everything you will need and make it easy to fill it up and send it back. The price for each item is all-inclusive. Along with your container, shipping labels are included with most containers for easy Mailback. Once your LifeCycle items are returned, you will receive a Certificate of Proper Management to ensure that your waste was recycled or handled properly. Visit our Heritage LifeCycle website: and take a look at the containers we have available.

New Seattle Service Center

We are excited to announce the recent opening of our Seattle Service Center where we will provide Tech Services, Onsite Resource Personnel (EAP), Transportation, and Emergency Response. Jeron Shultz, who has been with Heritage for 10 years, transferred to Seattle recently to become the new Service Center Manager. We are located at: 1501 South 92nd Place B, Seattle, Washington 98108, (562) 595-0209.

MACT Standards

Last month’s test results from the Heritage incinerator in East Liverpool, Ohio, confirm that air emissions of dioxin are more than 50 times lower than the national standard for clean air. Results of the Maximum Achievable Control Technology Rule (MACT) for Hazardous Waste Combustors tests, which have been forwarded to U.S. and Ohio environmental agencies, averaged 0.004 billionths of a gram in each cubic meter of air that flows from the stack. The EPA’s clean air standard allows 0.2 billions of a gram in each cubic meter of air. Heritage was the first commercial Hazardous waste incinerator in America to demonstrate compliance with all of the rule’s requirements, including the one for air emissions of dioxin.

Responding to Hurricane Harvey and Hurricane Irma

Heritage employees from different locations and with different skill sets have made the journey to Houston and south Florida to assist in hurricane relief. Employees from all of our operating units (including environmental, transport, and Rineco) have lent a hand. Benton, Coolidge, Indianapolis, Louisville, St Louis, Toledo, and Tulsa have sent vac truck drivers, field technicians, lab pack chemists, drivers, and managers to pump water, pack laboratories, clean office buildings, and move furniture for families. While these employees have been away from their normal tasks, employees from all locations have pitched in to back fill. As our vac trucks and spill response boats made their way south, they were greeted with thumbs up and waves from passengers in other vehicles. … CLICK HERE to see video of Heritage equipment departing from our facility near Houston, TX late last month.

Are you Prepared?

Contact your account representative to talk about our PERS (Planned Emergency Response Service) and how we can help make sure you are prepared in case of any unexpected event or act of mother nature.

Charitable Giving on Target

Following through on a corporate goal, Heritage donated funds to almost 100 separate charities during our Fiscal Year ending May 31, 2017. The donations ranged in size from $500 to $20,000 depending upon the scope of need and size of the organization. In addition, at each of our corporate functions, we added a fun event that allowed employees to personally donate as well. Some of those events included buying clues during an escape room outing, singing karaoke, mock casino games, and more. For these activities, the organization selected three nationwide charities to support financially and through volunteering activities: Feeding America , Habitat for Humanity, and Ronald McDonald House Charities.

Additionally our employee sustainability/green team (Green Eyed Ps) sponsored many other community projects throughout the year. For example, we organized Relay for Life Teams to support the American Cancer Society at three of our largest locations. The GEPs also encourage their fellow employees to bring reuse and recycling items to work to donate/support organizations like Cell Phones for Soldiers, Lions Club Eyeglasses and many more! Follow us on Facebook and YouTube to see details as each community project occurs.