Customer Excellence Manager

About the Position

Customer Excellence Manager

Location: Baytown, TX, United States

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.

Responsibilities

• Manage, develop, and inspire a team comprising: Customer Technical Advisors, Technical and Regulatory Specialists, a Contract Control Manager; and exercise responsibility for billing on behalf of the branch.
• Own 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.
• Set customer service expectations for Customer Technical Advisors. Performance manage and coach Customer Technical Advisors to deliver these targets. Manage Net Promoter scores.
• 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.
• Ensure smooth handover of new customers from Sales Reps to Account Managers/Customer Technical Advisors; and from Inside Sales to Customer Technical Advisors.
• 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).
• Ensure both a clear division between, and collaborative working across, Customer and Operations.
• Ensure that the Customer Excellence team identifies growth opportunities and shares them with the growth team.
• Report progress in maintaining high customer service standards and driving down unbilled work to the GM and SVP Operations.

Requirements

• Education: High School Diploma/GED is required.
• Experience: Several years of experience in customer, technical, and operational roles in Veolia or a similar player.
• Technical Knowledge: Technical knowledge/experience of waste transport, disposal, and recycling (from a degree or from experience).
• Performance Improvement: A track record of delivering performance improvement.
• Team Building: A track record of building teams and getting different types of people to collaborate together.

Skills

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

We Offer

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.

About the Company

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.

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.