Technical Customer Advisor

Veolia North America, LLC; Commerce City (CO); On-site; USD 67,000 - 77,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

401(k) plan

Tuition reimbursement

Paid volunteering

Paid time off

Job summary

Veolia North America, LLC is seeking a Customer Fulfillment Coordinator in Commerce City, CO. You will quarterback the customer service cycle from order to billing, coordinating with scheduling, pricing, and billing teams to fulfill customer needs with high service levels.

You will own internal and external communications, create tasks and tickets, manage pricebook updates for new waste streams, and work with TRS and Account Management to quote and finalize services. Competitive benefits apply.

Qualifications

• Experience in customer service/fulfillment.
• Experience of waste management and disposal.
• Bachelor's degree is preferred.

Responsibilities

• Be the primary contact for customers within assigned branch territories and provide an excellent customer experience by quarterbacking all aspects of the service cycle.
• Own the communication for all aspects of customer service, internally and externally.
• Create new Waste Information Profiles (WIPs) and select appropriate approvals codes.
• Consult with Technical & Regulatory Specialist (TRS) for new, complex WIPs and approval decisions.
• Take customer orders for service requests; manage creation of Jobs/Tickets and gather required information.
• Coordinate pickups with scheduler and communicate scheduled dates to customers.
• Review and correct ticket errors related to pricebook setup; collaborate with Contract Control Manager.
• Work with Billing Coordinator on invoicing for customer jobs.

Skills

CRM tools

Microsoft Office

Customer relationship management

Education

Bachelor's degree preferred

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's purpose is to "quarterback" the customer fulfillment process from the custom order all the way

through to billing (even where other roles are playing important parts in the process). In doing so, this position

fulfills customer needs, and delivers amazing service, in the least complex and most cost efficient way for Hazardous Waste.

Primary Duties /Responsibilities

• Be the primary point of contact for customers within assigned branch territories and provide an excellent customer experience by "quarterbacking" all aspects of the customer service cycle.

• Own the communication (both internal and external) for all aspects of customer service. Communication is not just part of customer service; it is the most important part of customer service.

• Create new Waste Information Profiles (WIPs) and select appropriate approvals codes.

• When needed, consult with Technical & Regulatory Specialist (TRS) for support in creation of new, complex WIPs and for decisions on appropriate approval codes (as well as creation of new approvals for Veolia or 3rd party facilities).

• Take customer orders for service requests. Manage the creation of Jobs and Tickets. Work with the customer to obtain all required information to create accurate and detailed Jobs/Tickets. (This will help reduce ticket errors after the job).

• If the customer request has new waste streams that do not fall under an existing pricing category:

• for "lower value" accounts, quote the customer the branch standard rate

• for "higher value" or "strategic accounts" coordinate with the Account Manager to quote the customer. Once a new rate has been agreed upon by the customer, work with the Contract Control Manager to update the account pricebook.

• After the detailed Job/Ticket has been created, coordinate the pickup requests with scheduler. Once a date has been confirmed, communicate the scheduled date to the customer.

• Review and manage all ticket errors after Holding Tank conversion (HT conversion will be managed by Operations). Any ticket errors caused due to pricebook setup (e.g., price does not exist, etc.), work with the Contract Control Manager to correct and update.

• Work with Billing Coordinator on invoicing for customer jobs.

• Manage all other incoming customer requests, reaching out to internal Veolia resources as needed.

Qualifications

Education / Experience / Background

• Demonstrable experience in customer service/ fulfillment

• Experience of waste management and disposal

• Bachelor's degree is preferred

Knowledge / Skills / Abilities

• Fantastic customer relationship/ management skills

• Proficiency in Microsoft Office, and CRM tools

• Focus on meeting customers needs, but offering best solution for Hazardous Waste (least complex, most efficient/profitable)

• Sufficient technical knowledge of waste management and disposal

• Ownership mentality

• High attention to detail

• Very organized and efficient

• Able to work collaboratively across different functions and to secure help from colleagues

Additional Information

Pay Range: $67000 to $77000 per year

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.

Sick leave - 56 hours; Observed Holidays - 11 days; Vacation - Flexible Time Off

Eligible for up to 12% Annual Performance Bonus

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.

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