Customer Fulfillment Specialist

Company Description

Veolia is a global leader in environmental services, operating across all five continents with nearly 218,000 employees. Specializing in water, energy, and waste management, Veolia Group designs and implements innovative solutions for decarbonization, depollution, and resource regeneration, supporting communities and industries in their ecological transformation. Within this framework,Veolia's Water Technology Business brings together a dedicated team of experienced professionals committed to tackling the world’s most complex challenges related to water scarcity, quality, productivity, and energy. Together, we pursue a shared mission to create a more sustainable future.

Job Description

We are looking for dedicated individuals to deliver a great customer experience with each interaction while having a hand in making the world a better place. Working in the Customer fulfillment Solutions team as a North American Customer Order and Fulfillment Specialist you are the customer's main point of contact with Veolia Water Technology & Solutions. You will be working directly with our customers, sales team and partners to provide the best fulfillment experience possible. With a focus on operational excellence and customer satisfaction, you will ensure that customer orders are managed with a combination of speed, quality and accuracy. As an experienced professional you will leverage subject matter expertise in activities like order management and problem solving skills to proactively head off issues before they arise with the customer.

Key activities within this intermediate level role include, order entry, reviewing/actioning reports, troubleshooting & resolving order issues, updating the customer on the status of their order and resolving issues relating to invoicing and billing issues. This role will serve as a first point of escalation for customer and internal sales/supply chain issues. To be effective in this role, you will build and cultivate strong relationships & act collaboratively with sales,
distribution partners, customers, and across the entire supply chain team.

Job Summary:

• Single point of contact for customers/commercial team for assigned Region
• Partner and coordinate with key supply chain departments to satisfy customer requirements, minimize cost and maximize results
• Enter customer orders with a focus on quality, accuracy and speed
• Manage inbound calls and the phone queue
• Reviewing/actioning reports
• Proactively manage existing customer orders
• Prevent, reduce, and resolve escalations, returns, and invoicing issues
• Prioritize & manage high volume of requests from Customers & Sales Team
• Engage the customer directly to resolve issues, clarify order requirements & ensure delivery of product
• Keep customers proactivity informed about the status of their orders
• Manage critical cases with a sense of urgency and ownership
• Identify improvements in the processes to meet customer critical issues and requirements

What we're looking for:

• 2+ years of customer service/ fulfillment/procurement experience or demonstrated equivalent subject matter expertise
• Energetic, strong interpersonal, organisational and communication skills
• Highly detail-oriented, organised and able to provide clear and accurate updates to relevant teams
• Digital mindset: Comfortable using a variety of software, CRM and ERP platforms and driving adoption of new tools as they are introduced to the business
• An ability to work in a cross-functional environment with peers, leadership, and supporting organisations
• Excellent time management skills & ability to prioritise work from multiple channels
• Thrives in a fast-paced but fun work environment
• Ability to work and influence employees at other locations
• Ability to understand specific business objectives, priorities and key processes
• Develops meeting agenda/tracks actions and leverages connections to create and maintain interactive meetings
• Cross-functional and global collaboration with peers, Sales, & Supply Chain on adhoc or long-term project basis
• Meets/exceeds responsiveness expectation to customers & internal assignments
• Becomes a business partner to our commercial team and the customers
• Awareness & contribution to Quality Framework initiatives including document management, continuous improvement projects, root cause analysis investigations, and basic ISO quality management system awareness
• Understands contribution to Quality metrics and provides input for corrective action and quality investigations as needed
• May be asked to both lead and contribute to presentations required for customers or internal business
• This is a hybrid position, requiring a minimum of 3 days in the office
• Ability to work 3 statutory holidays per year in lieu of vacation or paid time off
• Ability to work Monday - Fridays (8 hour shift), within the working window of 8:00AM-6:30PM, depending on our assigned region

Qualifications

Knowledge, Skills & Abilities:

• Progressive knowledge of SAP & Salesforce or other ERP and CRM software
• Degree/Diploma/certificate preferred in Business, Finance, or Supply Chain or equivalent on-hands experience
• Moderate presentation skills
• Understanding & employment of proper written, verbal, & meeting etiquette
• Basic commercial reconciliation
• Subject matter expertise in Order Management, Order Entry, Billing or Quality Management System
• Strong Google Suite expertise

Additional Information

Why Veolia?

• Join a company that values Responsibility, Solidarity, Innovation, Customer Focus, and Respect.

Ready to transition your technical expertise into a rewarding customer-facing career while
making a difference in water treatment and sustainability? Apply today!

Compensation:

• The compensation range is tied to the market for similarly bench-marked roles. The range is not an absolute, but a guide, and offers will be based on the individual candidate’s knowledge, skills, experience and market conditions, as well as internal peer equity. Depending upon all the preceding considerations for the final selected individual candidate, the offer may be lower or higher than the stated range: $23.00 - $26.00 USD

Artificial Intelligence (AI) Disclosure:

• We do not use Artificial Intelligence (AI) to screen, assess, or select applicants for this position.

Vacancy Status:

• This posting is for an existing vacancy.

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.

****Applicants are required to be eligible to lawfully work in the U.S. immediately; employer will
not sponsor applicants for U.S. work authorization (e.g. H-1B visa) for this opportunity****

Veolia does not accept unsolicited resumes from external recruiting firms. All vendors must have
a current and fully executed MSA on file before submitting candidates. Any unsolicited resumes
and candidate profiles will be deemed the property of the company and no fee will be due.

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

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