Customer Excellence Manager

Veoliaenvironnementsa; Baytown (TX); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Health insurance

Dental coverage

Vision care

Life insurance

401(k) plan

Paid time off

Tuition reimbursement

Paid volunteering

Job summary

Veolia is seeking a Service Delivery Manager in Texas to lead a team of Customer Technical Advisors and Specialists. You will own the service delivery process from account planning to billing, and drive improvements to reduce rework and shorten order-to-cash cycles.

You will coach staff, set performance targets, manage Net Promoter scores, and ensure smooth handovers between Sales, Account Managers, and Operations to deliver exceptional customer service.

Qualifications

• Experience in accounting, P&L and cash management.
• Strong customer-focused mindset.
• Deep technical knowledge of waste transport, disposal and recycling.
• Ability to identify root causes and drive systemic improvements.
• Proven leadership and team-building abilities.

Responsibilities

• Lead a multi-disciplinary team of advisors and specialists.
• Own service delivery from planning to billing and ensure timely execution.
• Reduce rework and disruptions by addressing root causes.
• Coach staff and manage customer satisfaction metrics (NPS).
• Coordinate handovers between Sales, Account Managers and Operations.

Skills

Accounting / P&L

Cash management

Customer mindset

Waste transport knowledge

Systems thinking

Team leadership

Performance management

Education

High School Diploma

Job description

Position Purpose

The position owns the service delivery process. The position's purpose is to deliver excellent service to our customers and to "ring the cash register" - meeting as many customer needs as possible and reducing the time from order through to cash. To do so, this position ensures that his/her team identifies and resolves systematic issues in the service delivery process.

Primary Duties/Responsibilities

Manage, develop and inspire a team comprising: Customer Technical Advisors, Technical and Regulatory Specialists, a Contract Control Manager; and exercise responsibility for billing on behalf of the branch.
Own the service delivery process from account planning, through taking orders, ensuring regulatory approval, tasking scheduling/Operations, through to billing. Make sure this process is joined up and mistakes minimized by owning, investigating and addressing the systematic causes of rework and common disruptions. In doing so shorten the time from orders through to cash.
Set customer service expectations for Customer Technical Advisors. Performance manage and coach Customer Technical Advisors to deliver these targets. Manage Net Promoter scores.
Maintain a small, expert Technical and Regulatory Specialist team. Ensure they are focused on high value advice/ checking and identifying systemic issues to resolve and not dragged in day to day doing/short-term band aids.
Ensure smooth handover of new customers from Sales Reps to Account Managers/ Customer Technical Advisors; and from Inside Sales to Customer Technical Advisors.
Ensure that Project Managers (those that are onsite coordinators) feed requests through to Customer Technical Advisors, rather than short-circuiting the customer delivery process (even if the Project Managers report through Operations).
Ensure both a clear division between, and collaborative working across, Customer and Operations.
Ensure that the Customer Excellence team identifies growth opportunities and shares them with the growth team.
Report progress in maintaining high customer service standards and driving down unbilled work to the GM and SVP Operations.

Education/Experience/Background

High School Diploma/GED is required.
Several years of experience in customer, technical and operational roles in Veolia or a similar player.
Technical knowledge/experience of waste transport, disposal and recycling (from a degree or from experience).
A track record of delivering performance improvement.
A track record of building teams and getting different types of people to collaborate together.

Knowledge/Skills/Abilities

Strong accounting/ P&L/ cash management skills.
Strong customer mindset.
Deep technical knowledge/experience of waste transport, disposal and recycling (from a degree or from experience).
Strong systems focus - desire to address root causes of issues rather than adding band aids.
Able to own and account for performance to senior leadership.
Able to manage a diverse team and ensure that they deliver more than the sum of their parts.

Benefits

Veolia's comprehensive benefits package includes:

• paid time off policies
• health
• dental
• vision
• life insurance
• savings accounts
• tuition reimbursement
• paid volunteering
• employer sponsored 401(k) plan

We are an Equal Opportunity Employer! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, subject to applicable law.