Technical Customer Advisor

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.

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.

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

Pay Range:$67000 to $77000 per year

Benefits:…