Customer Experience Specialist
Description de l'entreprise :
Veolia a acquis Clean Earth. Alors que Clean Earth achève son intégration chez Veolia, le recrutement pour ce poste est géré en partenariat avec l'équipe d'acquisition de talents de Clean Earth. Veolia en Amérique du Nord est la première entreprise environnementale aux États-Unis pendant trois années consécutives, ainsi que le plus grand opérateur privé d'eau et fournisseur de technologie du pays, et le leader du traitement des déchets dangereux et de la pollution. Elle offre une gamme complète de services de gestion de l'eau, des déchets et de l'énergie, notamment le traitement des eaux usées et des eaux potables, la collecte et l'élimination des déchets commerciaux et dangereux, le conseil en énergie et la valorisation des ressources. Veolia aide les clients commerciaux, industriels, de soins de santé, de l'enseignement supérieur et municipaux dans toute l'Amérique du Nord. Basée à Boston, Veolia emploie plus de 10 000 personnes répartis sur plus de 350 sites en Amérique du Nord.
The Customer Experience Specialist (CXS) serves as an internal liaison between the Customer, the Customer Experience Account Manager (CXAM), Service Operations and Billing. The role is directly responsible for order accuracy and progression.
Principales responsabilités :
• Order creation – Understand and fulfill all requirements for a “complete” order every time, following established Standard Work. This includes pricing in place, profiles that are active and will remain active until receipt at facility, supplies requested, labor required, transportation needs, and waste inventory.
• Order scheduling – Coordinate directly with operations to schedule required work, using systems in place (Preview, CORE, etc.), while understanding that direct communication is sometimes needed to make sure service is provided that meets or exceeds customer expectations.
• Order follow up – Follow order progression through service, receipt at end of service location, and monitor all pieces required to fully invoice every order once service is completed. Be prepared to engage with operational team members in transportation, service centers or plants to help push orders to completion when needed.
• Order invoicing – Finalize orders before invoicing, fulfilling non-disposal order lines, while cross-referencing service details that are provided by operations.
• Order management – Engage with order metrics, actively follow open orders that are not progressing as expected, and be able to speak to order status for your customer groups.
• Internal customer experience – Understand the relationships between CX, operations and sales, and provide what each group needs to service the customer right the first time, every time. Provide information to CXAM and/or directly to customer when needed, helping to facilitate profiling, pricing, and order clarification. Be the communication bridge between customer/sales and operations/service providers.
• Improvement opportunity management – Escalate service issues appropriately. Use customer complaint tools and follow opportunities for improvement through to completion, using customer satisfaction feedback as the closing factor.
• Metrics – Understand, provide, and track metrics per Standard Work practices, actionable reports, and financial goals. Metrics will include order accuracy, delays in billing, communication timeframes and standards, attendance and participation in cross-functional meetings as required, and internal/external customer feedback.
• Leadership – Mentor team members, lead team meetings, participate in feedback sessions, bring ideas for better customer experience to management, with a focus on team building and growth. Understand the needs of both the smaller team and the larger teams and be a fully engaged member of both.
Qualifications :
Basic Required Qualifications:
• Bachelor’s degree in business, Environmental Sciences, Marketing, or related field (or equivalent experience).
• Preferred 2 years in customer service (order management) or other industry roles (5 years minimum with high school diploma).
• Strong communication, analytical, and organizational skills.
• Proficiency in CRM Microsoft Office Suite.
• Willingness to travel up to 10%.
Qualifications souhaitées :
• Familiarity with regulatory frameworks such as RCRA, DOT, DEA, and OSHA
• Experience with ERP/company order processing systems (CORE, Preview, SPAK, Steriwise)
Informations supplémentaires :
Avantages : Le régime complet de prestations comprend des politiques de congés payés, ainsi que des assurances santé, dentaire, vision, vie, le remboursement des frais de scolarité, du bénévolat rémunéré et plus encore. De plus, au plus tard le 1er janvier 2027, le régime de prestations comprendra la participation à un plan 401(k) parrainé par l'employeur, pour épargner en vue de la retraite. La rémunération et les avantages pour les employés représentés par un syndicat sont décrits dans leur convention collective. Nous sommes un employeur souscrivant au principe de l'égalité des chances ! Tous les candidats qualifiés recevront une attention particulière pour l'emploi sans égard à la race, la couleur, la religion, le sexe, l'orientation sexuelle, l'identité de genre, l'origine nationale, le handicap ou le statut de vétéran protégé. Avertissement : Les informations relatives au salaire, à la rémunération et aux avantages sociaux sont exactes à la date de cette publication. La Société se réserve le droit de modifier ces informations à tout moment, sous réserve de la loi applicable.