Customer Excellence & Service Delivery Lead

Veolia | North America; Baytown (TX); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Paid time off

Health

Dental

Vision

Life insurance

Savings accounts

Tuition reimbursement

Paid volunteering

401(k) plan

Job summary

Veolia North America seeks a service delivery leader to own the end-to-end process from orders to cash. You will guide a multidisciplinary team of Customer Technical Advisors, Regulatory Specialists, and a Contract Control Manager, driving timely billing and high customer satisfaction.

You will optimize the handoffs between Sales, Inside Sales, and Operations, reduce rework, and coach staff to meet performance targets while minimizing unbilled work."

Qualifications

• Strong accounting/P&L/cash management skills.
• Strong customer mindset.
• Deep technical knowledge/experience of waste transport, disposal and recycling.
• Strong systems focus - address root causes of issues.
• Able to own and report performance to senior leadership.

Responsibilities

• Manage and inspire a team including Customer Technical Advisors and Regulatory Specialists.
• Own the service delivery process from account planning to billing and cash.
• Set service expectations and coach Advisors to meet targets and maintain Net Promoter scores.
• Ensure smooth handover of new customers and between Sales, Inside Sales and Account Managers.
• Identify growth opportunities and share them with the growth team.
• Report progress on customer service standards and unbilled work to leadership.

Skills

Customer mindset

P&L / cash management

Waste transport & recycling

Systems thinking

Team leadership

Performance management

Education

High School Diploma/GED

Job description

Veolia North America seeks a service delivery leader to own the end-to-end process from orders to cash. You will guide a multidisciplinary team of Customer Technical Advisors, Regulatory Specialists, and a Contract Control Manager, driving timely billing and high customer satisfaction.

You will optimize the handoffs between Sales, Inside Sales, and Operations, reduce rework, and coach staff to meet performance targets while minimizing unbilled work."