Technical Customer Supervisor

Veolia Environnement SA • Marlborough, MA

12h • $75,000 - $95,000

About The Position

Position Purpose:
Strategically manages all aspects of the customer experience providing high level Technical support with high level execution of Customer Service Standards.
Primary Duties /Responsibilities:
Exceeds Customer Service/Veolia Service Standards when executing business - Holds team accountable for these standards.
Interaction with Customers, both Internal and external at high levels (seeks to expand network within customers & partners network).
Ability to consult with Customer on WIP's, preparation, approval, routing to most appropriate facility in accordance with all regulations & customer preferences (facilities & disposal technology).
High level use and knowledge of all systems.
Advanced level execution, planning, scheduling, anticipation of potential errors/challenges, routing, paperwork, accuracy with meeting the Customer Service Standards.
Consultative level support for Customers and team in all areas of the Service process.
Advanced knowledge and ability to utilize Tickets to execute service work at high levels. Consulation of Unexpired WIP's/Approvals, Transportation, Supplies, PO, Fuel Surcharges, Project tracking & communication
Consistently exceeds Service Standard expectations and enforces expectations to the team to ensure proper process and guidelines are being followed. Assist in leading the revision of service standards when needed
Other duties as assigned by management

Requirements

• Bachelor's degree in business, technical field or similar.
• Advanced, expert-level technical knowledge of industry and services.
• Ability to work independently.
• Advanced Technical and communication skills, (Systems, Approvals, Routing, Industry, Organizational).
• Ability to manage and lead a team.
• Operational Excellence.
• Innovation.
• Customer focus.
• Leadership driven decision making

Nice To Haves

• Preferred 5+ years of Technical Customer support experience in the hazardous waste or similar industry.

Responsibilities

• Strategically manages all aspects of the customer experience providing high level Technical support with high level execution of Customer Service Standards.
• Exceeds Customer Service/Veolia Service Standards when executing business - Holds team accountable for these standards.
• Interaction with Customers, both Internal and external at high levels (seeks to expand network within customers & partners network).
• Ability to consult with Customer on WIP's, preparation, approval, routing to most appropriate facility in accordance with all regulations & customer preferences (facilities & disposal technology).
• High level use and knowledge of all systems.
• Advanced level execution, planning, scheduling, anticipation of potential errors/challenges, routing, paperwork, accuracy with meeting the Customer Service Standards.
• Consultative level support for Customers and team in all areas of the Service process.
• Advanced knowledge and ability to utilize Tickets to execute service work at high levels. Consulation of Unexpired WIP's/Approvals, Transportation, Supplies, PO, Fuel Surcharges, Project tracking & communication
• Consistently exceeds Service Standard expectations and enforces expectations to the team to ensure proper process and guidelines are being followed. Assist in leading the revision of service standards when needed
• Other duties as assigned by management

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.
• Pay and benefits for employees represented by a union are outlined in their collective bargaining agreement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level