Customer Excellence Manager

Veolia; Pelly (TX); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Paid time off policies

Health, dental, vision insurance

401(k) plan

Job summary

Veolia North America is seeking a Service Delivery Leader to own the service delivery process, drive customer satisfaction, and reduce order-to-cash cycle times. You will manage a cross-functional team including Customer Technical Advisors and Regulatory specialists, ensuring smooth handoffs from sales and project managers.

You will build and coach teams to improve performance, own billing accuracy, and collaborate across Customer and Operations to identify growth opportunities and maintain high

Qualifications

• High School Diploma/GED required.
• Several years of experience in customer, technical and operational roles in Veolia or similar.
• Technical knowledge of waste transport, disposal and recycling.
• Track record of delivering performance improvement.
• Track record of building teams and fostering collaboration.

Responsibilities

• Manage and develop a team of Customer Technical Advisors, Technical/Regulatory Specialists, and a Contract Control Manager.
• Own the service delivery process from account planning to billing.
• Set customer service expectations and coach advisors to meet targets.
• Maintain a small expert Technical and Regulatory Specialist team.
• Ensure smooth handover of new customers from Sales to Account Managers, and from Inside Sales to Advisors.
• Coordinate with Project Managers to feed requests through to Advisors and avoid disruptions.
• Foster collaboration between Customer and Operations and identify growth opportunities for the company.
• Report progress on customer service and unbilled work to leadership.

Skills

People management

Financial acumen

Customer focus

Waste transport & recycling knowledge

Root cause analysis

Education

High School Diploma/GED

Tools

Billing/Accounting software

Job description

Company Description

Veolia in North America is the top-ranked environmental company in the United States for three consecutive years, and the country’s largest private water operator and technology provider as well as hazardous waste and pollution treatment leader. It offers a full spectrum of water, waste, and energy management services, including water and wastewater treatment, commercial and hazardous waste collection and disposal, energy consulting and resource recovery. Veolia helps commercial, industrial, healthcare, higher education and municipality customers throughout North America. Headquartered in Boston, Veolia has more than 10,000 employees working at more than 350 locations across North America.

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 into 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.

Qualifications

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.

Additional Information

Benefits: Veolia’s comprehensive benefits package includes paid time off policies, as well as health, dental, vision, life insurance, savings accounts, tuition reimbursement, paid volunteering and more. In addition, employees are also entitled to participate in an employer sponsored 401(k) plan, to save for retirement.

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.