Customer Fulfillment Specialist

Company Description

Veolia Group 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

About the job:

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 . 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

Qualifications

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

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

We offer competitive compensation and benefits, working ina dynamic environment with challenging projects and training provided to ensure your success. We realise diverse teams make smarter decisions, deliver better results, and build stronger communities. We are an organization that champions diversity and inclusion at every level and are proud to be an equal opportunity workplace.

Additional Information

At Veolia, we realize diverse teams make smarter decisions, deliver better results, and build stronger communities. We’re an organization that champions diversity and inclusion at every rung of the ladder and are proud to be an equal opportunity workplace.

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.

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.