Technical Customer Advisor

JobsCloseBy Editorial Insights

Veolia is seeking a Technical Customer Advisor in Marlborough, MA, onsite, to quarterback the customer fulfillment cycle from order through billing for Hazardous Waste. You will be the primary contact, own all communications, create WIPs per EPA and RCRA requirements, and coordinate with operations and facilities to ensure compliant, efficient invoicing. Ideal candidates have customer service or fulfillment experience, waste management knowledge, and the ability to navigate EPA, RCRA, and DOT rules; high attention to detail; strong written and verbal skills; and a collaborative cross-functional mindset with travel. To apply, emphasize process ownership, WIP creation, price book updates, and cross-team collaboration, and show willingness to work onsite in Marlborough.

Company Description

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.

Job Description

Position Purpose:

The position’s purpose is to “quarterback” the customer fulfillment process from the customer order all the way
through to billing (even where other roles are playing important parts in the process). In doing so, this position
fulfills customer needs, and delivers service, in the least complex and most cost efficient way for Hazardous Waste.

Primary Duties /Responsibilities: 

• Be the primary point of contact for customers within assigned branch territories and provide an excellent customer experience by "quarterbacking" all aspects of the customer service cycle. When needed, consult with Technical Customer Supervisor for support on any of the below.
• Own the communication (both internal and external) for all aspects of customer service.
• Manage all other incoming customer requests, reaching out to internal Veolia resources as needed.
• Create new Waste Information Profiles (WIPs) in adherence to EPA and RCRA regulations and select appropriate approvals codes based on facility capabilities. When needed, consult with Technical & Regulatory Specialist(s) for support in creation of new, complex WIPs and for decisions on appropriate approval codes (as well as creation of new approvals for Veolia or 3rd party facilities).
• Coordinate with the customer to obtain all required information for service requests to maintain EPA, RCRA, DOT and OSHA compliance requirements.
• Create accurate and detailed Jobs/Tickets, ensuring all necessary information is communicated to operations and Billing Coordinator.
• Provide support for quoting new service code categories (including surcharges) for customers.
• Review and manage all ticket errors after Holding Tank conversion, including coordinating with internal Veolia resources on any ticket errors caused due to price book setup (e.g., price does not exist, etc.).
• Work with the Contract Control group and territory Account Manager to update customer price books accordingly.
• Coordinate with branch operations team and disposal facilities (both internal and external) to schedule requests and communicate the scheduled date to the customer once confirmed.
• Work with Billing Coordinator on invoicing for customer jobs, collecting and reviewing supporting documents.

Qualifications

Education / Experience / Background: 

• Demonstrable experience in customer service/ fulfillment
• Experience of waste management and disposal
• 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 (profitable)
  solution for Hazardous Waste
• Technical knowledge of waste management and disposal preferred (EPA, RCRA, or DOT)
• High attention to detail
• Highly organized and structured - able to follow a standard process
• Able to work collaboratively across different functions and secure help from colleagues, recognize and utilize resources available
• Strong verbal and written skills.
• Ability to travel occasionally(2-5 days per Quarter) for development purposes

Required Certification/Licenses/Training:

• Veolia training as required.
• High School Diploma.

Additional Information

Pay Range: $60000 to $80000 per year

Benefits:  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.

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.