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.