Customer Engagement Manager

Clean Harbors; Hyderabad; On-site; INR 800,000 - 1,100,000; Full time

Job summary

Clean Harbors India, part of Clean Harbors Inc., is seeking a Process Specialist/SME/Assistant Manager - Customer Engagement Management in Hyderabad. This role focuses on owning multi-million dollar customer accounts, ensuring accurate setup, billing, and invoicing, and coordinating with internal teams and external stakeholders.

You will manage orders to cash processes, resolve billing issues, and present data and reports to leadership.

Qualifications

• Excellent customer handling skills with good communication.
• Ability to work independently on complex Order to Cash (O2C) scenarios by contacting sales/customers and collaborating with internal teams.
• In-depth O2C knowledge (Downstream & Upstream).
• Hands-on experience in CMD, E-Billing / Billing, Collections, Cash Application, DRT, reading contracts and POs processes.
• Ability to perform root cause analysis to identify and resolve O2C issues.
• Proficient in MS Office and able to interact with GCC and onsite stakeholders.

Responsibilities

• Set up accounts correctly and perform regular health-checks.
• Own administrative responsibilities for large multi-million dollar customers.
• Manage 10, 25, or 50 customers based on size and complexity.
• Review customer setup, contracts, POs, invoicing, and linkages.
• Ensure billing systems are accurate and help improve profitability.
• Resolve PO issues with internal/external stakeholders and present to leadership.

Skills

Customer handling

O2C knowledge

MS Office

Communication skills

Billing systems

Tools

Ariba

TRACK

Salesforce

Job description

About CleanHarbors

Clean Harbors Inc. (www.cleanharbors.com) is a NYSE listed US based $6.5 billion company. Clean Harbors was founded in 1980 near Boston by Mr. Alan S. McKim, who today remains the company’s Chairman.

About CleanHarbors

Clean Harbors Inc. (www.cleanharbors.com) is a NYSE listed US based $6.5 billion company. Clean Harbors was founded in 1980 near Boston by Mr. Alan S. McKim, who today remains the company’s Chairman.

Everywhere industry meets environment, Clean Harbors is on-site, providing premier environmental, energy and industrial services. Clean Harbors employs a dedicated workforce of 18,000 employees and has over 450 service locations across the U.S., Canada and Mexico. Beyond addressing the environmental needs of its more than 300,000 customers, the Company has been on the front lines of addressing some of the largest emergency response events in North America of the past several decades including the BP Oil Spill in the Gulf of Mexico, the anthrax attacks in New York, the 2015 avian flu outbreak that devastated the poultry industry, Hurricanes Katrina, Rita and Sandy, and the oil pipeline breaks that affected the Yellowstone and Kalamazoo rivers, along with other major chemical releases into the environment.

Clean Harbors India has been strategically established as the Global Capability Center (GCC) to serve our parent company. We take pride in serving some of the most tech savvy business stakeholders at Clean Harbors. The GCC employees form part of our globally integrated teams that provide cutting-edge IT solutions and production support across platforms. Our shared services teams work seamlessly with their global counterparts in providing critical 24x7 support in various functions including Finance, HR, Procurement, IT and Operations. Our aggressive growth plans open significant career advancement opportunities for our employees.

Responsibilities

Job Role: Process Specialist/SME/Assistant Manager - Customer Engagement Management (CEM)

Job Location: Hyderabad (Work from Office only)

Job Timing: 3pm to 12am - should be willing to work from office with global working windows

Job Description

• Work backwards and set up the accounts correctly and ensure a regular health-check of the accounts is being done.
• Own and maintain the administrative responsibility for our largest (multi-million dollar) customers.
• Engagement Managers will be assigned 10, 25, or 50 customers (to be determined by customer size and complexity; # of locations, # of contracts).
• Review customer set-up. Customers, colinks, contacts, purchase order requirements (by LOB), contract linkages, invoicing requirements etc.
• Assure system information is precise. Become an expert on all billing systems (e.g., Ariba or TRACK). Determine specific key issues to help improve the profitability of assigned customers.
• Provide PO resolution by Liaising with multiple stakeholders External/Internal stakeholders (Account Manager, Branch Manager, CEMs, Buyers, and requestors via calls & e-mails
• Work & resolve all Salesforce cases pertaining to various issues on assigned accounts.
• Regularly revisit each account to confirm accuracy.
• Regularly produce customer reports, certs of disposal/witness burns.
• Evaluate triggers for action: new contract, growing receivable balances, growing OA's, expired POs, overspent POs, Price escalations (SK).
• Also respond to requests from billers, collections or cash applications.
• Take action to correct issues directly or through escalation processes.
• Prepare necessary documentation and should be comfortable in presenting to C and E level leadership.

Qualifications

Pre-requisites

• Excellent Customer handling skills with good communication.
• Ability to work independently on complex Order to Cash (O2C) scenarios by contacting the sales/ customers and work collaboratively with the various internal teams.
• Individuals must have in-depth O2C knowledge (Downstream & Upstream).
• Hands-on experience in CMD, E-Billing / Billing, Collections, Cash Application, DRT, reading contracts and POs processes is a must.
• Individuals should do RCA (Root cause analysis) to identify the O2C issues and resolve the issues accordingly.
• Ability to interact and communicate effectively with GCC and onsite stakeholders
• Good presentation and e-mail writing skills & Proficiency with MS Office are necessary.
• Should be flexible to work and extend their support for any additional hours as per business requirements.
• Individuals are expected to work with high level of integrity, focus and always be proactive.

Shift Timings

3pm to 12am - should be willing to work from office with global working windows