Customer Excellence Manager
Veolia North America

Job Info

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Company Description

Veolia Group aims to be the benchmark company for ecological transformation. With nearly 230,000 employees worldwide, the Group designs and provides game-changing solutions that are both useful and practical for water, waste and energy management. Through its three complementary business activities, Veolia helps to develop access to resources, preserve available resources and replenish them. In 2021, the Veolia group provided 79 million inhabitants with drinking water and 61 million with sanitation, produced nearly 48 million megawatt hours and recovered 48 million tons of waste. Veolia Environnement (Paris Euronext: VIE) achieved consolidated revenue of 28,508 billion euros in 2021.

Job Description

Reporting to the General Manager, the Customer Excellence Manager owns the service delivery process. The position's purpose is to deliver excellent service to our customers and to "ring the cash register" - meeting as many customers' needs as possible and reducing the time from the order through to cash. To do so, the Customer Excellence Manager ensures that their team identifies and resolves systematic issues in the service delivery process.

ESSENTIAL FUNCTIONS:

1. Manage, develop and inspire a team comprising: Customer Technical Advisors, Technical and Regulatory Specialists, and a Contract Control Manager; and exercise responsibility for billing on behalf of the branch.

2. Owns the service delivery process from account planning, through taking orders, ensuring regulatory approval, tasking scheduling/Operations, through to billing. Make sure this process is joined up and mistakes minimized by owning, investigating, and addressing the systematic causes of rework and common disruptions. In doing so shorten the time from orders through to cash.

3. Set customer service expectations for Customer Technical Advisors. Performance manage and coach Customer Technical Advisors to deliver these targets. Manage Net Promoter scores.

4. Maintain a small, expert Technical and Regulatory Specialist team. Ensure they are focused on high-value advice/ checking and identifying systemic issues to resolve and not dragged into day-to-day doing/short-term band-aids.

5. Ensure smooth handover of new customers from Sales Reps to Account Managers/ Customer Technical Advisors, and from Inside Sales to Customer Technical Advisors.

6. Ensure that Project Managers (those that are onsite coordinators) feed requests through to Customer Technical Advisors, rather than short-circuiting the customer delivery process (even if the Project Managers report through Operations).

7. Ensure both a clear division between and collaborative working across, Customers and Operations.

8. Ensure that the Customer Excellence team identifies growth opportunities and shares them with the growth team.

9. Report progress in maintaining high customer service standards and driving down unbilled work to the GM and SVP Operations.

Qualifications

• Several years of experience in customer, technical and operational roles in Veolia or a similar player.
• Technical knowledge/ experience of waste transport, disposal, and recycling (from a degree or from experience).
• A track record of delivering performance improvement.
• A track record of building teams and getting different types of people to collaborate together.

KNOWLEDGE, SKILLS, and ABILITIES

• Strong accounting/ P&L/ cash management skills
• Strong customer mindset
• Deep technical knowledge/ experience of waste transport, disposal, and recycling (from a degree or from experience)
• Strong systems focus - desire to address root causes of issues rather than adding band-aids
• Able to own and account for performance to senior leadership
• Able to manage a diverse team and ensure that they deliver more than the sum of their parts

Additional Information

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.

As an inclusive company, Veolia is committed to diversity and gives equal consideration to all applications, without discrimination.

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.

 

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