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Strategic Customer Service Manager

2 months ago

Chicago, Illinois, United States Veolia Full time
Job Description

Company Overview

Veolia North America is a leading provider of water, waste, and energy management services. Our company offers a comprehensive range of solutions to commercial, industrial, healthcare, higher education, and municipality customers across North America.

Job Summary

We are seeking a highly skilled Strategic Customer Service Manager to join our team. As a key member of our customer service team, you will be responsible for leading and managing the customer fulfillment process, providing technical support to customers and Veolia teams, and ensuring compliance with regulations.

Key Responsibilities

  • Customer Service Leadership
    • Own the customer service experience, serving as 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.
  • Technical Support
    • Provide technical guidance to customers and Veolia teams on chemical grouping, disposal options, approvals, RCRA & DOT regulations, and compliance.
  • Process Management
    • 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, 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, creating detailed work orders to ensure accurate job understanding of operations teams.
    • Oversee post-shipment processes, including review of job information, verification of WIPs and approvals, and resolution of any issues and discrepancies to ensure TSDF acceptance and impact to invoicing.
  • Collaboration and Communication
    • Collaborate and coordinate with team members to manage all other incoming customer requests, including support for quoting new service categories and working with the billing team on customer invoicing processes.

Requirements

  • Education and Experience
    • Demonstrable experience in customer service/fulfillment.
    • Experience in waste management and disposal.
    • High School diploma with a minimum of 1 year of experience in a similar field.
    • Preferred degree or equivalent experience in science, mathematics, or business.
  • Knowledge and Skills
    • Strong customer relationship management skills.
    • Focus on meeting customer 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.
  • Certifications and Licenses
    • Veolia training as required.

Physical Requirements

  • You must be able to sit for extended periods with occasional standing and walking.
  • You will be required to continuously exhibit fine finger movements and eye-hand coordination.
  • You must be able to occasionally bend, twist, and reach above your shoulder level.
  • Minimal noise level exposure.
  • This is an indoor position with occasional exposure to weather conditions.