Technical Customer Advisor

SmartRecruiters, Inc.; Commerce City (CO); On-site; USD 67,000 - 77,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Paid time off

Annual bonus

Job summary

Veolia North America is seeking a customer fulfillment coordinator to quarterback the service cycle from order to billing for Hazardous Waste customers. You will own cross-functional communication, create WIPs, and manage pricing decisions with Account Managers and Contract Control to ensure accurate jobs and timely invoicing.

The role requires demonstrable customer service experience, waste management knowledge, and a Bachelor’s degree.

Qualifications

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

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 for all aspects of customer service; communication is the most important part of customer service.
• Create new Waste Information Profiles (WIPs) and select appropriate approvals codes; consult with Technical & Regulatory Specialist for complex WIPs and approvals.
• Take customer orders for service requests; manage the creation of Jobs and Tickets and gather required information to create accurate Jobs/Tickets.
• If new waste streams require pricing: quote branch standard rate for lower value accounts or coordinate with Account Manager for higher value accounts and update pricebook after agreement.
• Coordinate pickup requests with scheduler and communicate scheduled dates to the customer.
• Review and manage ticket errors after Holding Tank conversion; work with Contract Control Manager to correct pricebook issues.
• Work with Billing Coordinator on invoicing for customer jobs.
• Manage other customer requests and liaise with internal Veolia resources.

Skills

Customer service

Waste management knowledge

Attention to detail

Organized

Cross-functional collaboration

Education

Bachelor's degree

Tools

CRM tools

Microsoft Office

Job 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 ti cket 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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