Technical Customer Advisor (Technical Service Representative)
Veolia North America

Job Info

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Company Description

About Veolia North America

A subsidiary of Veolia Group, Veolia North America (VNA) 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. VNA helps commercial, industrial, healthcare, higher education and municipality customers throughout North America. Headquartered in Boston, Mass., Veolia North America has approximately 10,000 employees working at more than 350 locations across the continent. Please visit our website

Job Description

BENEFITS

Veolia's comprehensive benefits package includes paid time off policies, as well as health, dental and vision insurance. In addition, employees are also entitled to participate in an employer sponsored 401(k) plan, to save for retirement. Pay and benefits for employees represented by a union are outlined in their collective bargaining agreement.

Position Purpose:
Strategically lead and manage the customer fulfillment process. Manage the customer experience by coordinating all aspects of the customer service cycle. Provide technical support to customers and Veolia teams, providing guidance in chemical grouping, disposal options, approvals, RCRA & DOT regulations, and compliance.

Primary Duties/responsibilities:

• Own the customer service experience. Be the primary point of contact for customers within assigned branch territories. Engage multiple internal teams across branches to provide an excellent customer experience by coordinating and leading the customer service cycle.
• Coordinate communications (both internal and external) for all aspects of customer and technical service.
• Analyze, plan and facilitate resolutions for customer service and technical issues.
• Create new Waste Information Profiles (WIPs) ensuring compliance in accordance with RCRA & DOT regulations.
• Manage the waste approval process both with internal and 3rd party TSDFs, determining the most cost-effective methods that comply with customer approved facilities and technologies.
• Manage the creation of jobs and tickets for customer service requests. Create detailed work orders to ensure accurate job understanding of operations teams.
• Oversee post-shipment processes including review of job information. Verify WIPs and approvals and resolve any issues and discrepancies to ensure TSDF acceptance and impact to invoicing.
• Collaborate and coordinate with team members to manage all other incoming customer requests, including support for quoting new service categories and working will billing team on customer invoicing process.
• Other duties and responsibilities as assigned by Customer Excellence Manager.

Qualifications

Education / Experience / Background:

• Demonstrable experience in customer service/ fulfillment
• Experience of waste management and disposal
• High School diploma with minimum of 1 year experience in similar field
• Preferred degree or equivalent experience in science, mathematics, or business

Knowledge / Skills / Abilities:

• Strong customer relationship/ management skills
• Focus on meeting customers needs, offering the least complex and most efficient solution for ESS
• Technical knowledge of waste management and disposal preferred
• High attention to detail
• Highly organized and structured - able to follow a standard process
• Able to work collaboratively across different functions and to secure help from colleagues
• Strong verbal and written skills.

Required Certification / Licenses / Training:

• Veolia training as required.

Additional Information

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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