Customer Experience Specialist

Job Description

Job Description

Company Description

Veolia has acquired Clean Earth. As Clean Earth completes its integration into Veolia, recruiting and hiring for this role is being managed in partnership with the Clean Earth talent acquisition team. 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

The Customer Experience Specialist (CXS) serves as an internal liaison between the Customer, the Customer Experience Account Manager (CXAM), Service Operations and Billing. The role is directly responsible for order accuracy and progression.

Primary Responsibilities (Essential Functions):

• Order creation – Understand and fulfill all requirements for a “complete” order every time, following established Standard Work. This includes pricing in place, profiles that are active and will remain active until receipt at facility, supplies requested, labor required, transportation needs, and waste inventory.
• Order scheduling – Coordinate directly with operations to schedule required work, using systems in place (Preview, CORE, etc.), while understanding that direct communication is sometimes needed to make sure service is provided that meets or exceeds customer expectations.
• Order follow up – Follow order progression through service, receipt at end of service location, and monitor all pieces required to fully invoice every order once service is completed. Be prepared to engage with operational team members in transportation, service centers or plants to help push orders to completion when needed.
• Order invoicing – Finalize orders before invoicing, fulfilling non-disposal order lines, while cross-referencing service details that are provided by operations.
• Order management – Engage with order metrics, actively follow open orders that are not progressing as expected, and be able to speak to order status for your customer groups.
• Internal customer experience – Understand the relationships between CX, operations and sales, and provide what each group needs to service the customer right the first time, every time. Provide information to CXAM and/or directly to customer when needed, helping to facilitate profiling, pricing, and order clarification. Be the communication bridge between customer/sales and operations/service providers.
• Improvement opportunity management – Escalate service issues appropriately. Use customer complaint tools and follow opportunities for improvement through to completion, using customer satisfaction feedback as the closing factor.
• Metrics – Understand, provide, and track metrics per Standard Work practices, actionable reports, and financial goals. Metrics will include order accuracy, delays in billing, communication timeframes and standards, attendance and participation in cross-functional meetings as required, and internal/external customer feedback.
• Leadership - Mentor team members, lead team meetings, participate in feedback sessions, bring ideas for better customer experience to management, with a focus on team building and growth. Understand the needs of both the smaller team and the larger teams and be a fully engaged member of both.

Basic Required Qualifications:
• Bachelor’s degree in business, Environmental Sciences, Marketing, or related field (or equivalent experience).
• Preferred 2+ years in customer service (order management) or other industry roles (5+ years with high school diploma).
• Strong communication, analytical, and organizational skills.
• Proficiency in CRM Microsoft Office Suite.
• Willingness to travel up to 10%.

Preferred Qualifications:

• Familiarity with regulatory frameworks such as RCRA, DOT, DEA, and OSHA
• Experience with ERP/company order processing systems (CORE, Preview, SPAK, Steriwise) a +++

The Customer Experience Specialist (CXS) serves as an internal liaison between the Customer, the Customer Experience Account Manager (CXAM), Service Operations and Billing. The role is directly responsible for order accuracy and progression.

Primary Responsibilities (Essential Functions):

• Order creation – Understand and fulfill all requirements for a “complete” order every time, following established Standard Work. This includes pricing in place, profiles that are active and will remain active until receipt at facility, supplies requested, labor required, transportation needs, and waste inventory.
• Order scheduling – Coordinate directly with operations to schedule required work, using systems in place (Preview, CORE, etc.), while understanding that direct communication is sometimes needed to make sure service is provided that meets or exceeds customer expectations.
• Order follow up – Follow order progression through service, receipt at end of service location, and monitor all pieces required to fully invoice every order once service is completed. Be prepared to engage with operational team members in transportation, service centers or plants to help push orders to completion when needed.
• Order invoicing – Finalize orders before invoicing, fulfilling non-disposal order lines, while cross-referencing service details that are provided by operations.
• Order management – Engage with order metrics, actively follow open orders that are not progressing as expected, and be able to speak to order status for your customer groups.
• Internal customer experience – Understand the relationships between CX, operations and sales, and provide what each group needs to service the customer right the first time, every time. Provide information to CXAM and/or directly to customer when needed, helping to facilitate profiling, pricing, and order clarification. Be the communication bridge between customer/sales and operations/service providers.
• Improvement opportunity management – Escalate service issues appropriately. Use customer complaint tools and follow opportunities for improvement through to completion, using customer satisfaction feedback as the closing factor.
• Metrics – Understand, provide, and track metrics per Standard Work practices, actionable reports, and financial goals. Metrics will include order accuracy, delays in billing, communication timeframes and standards, attendance and participation in cross-functional meetings as required, and internal/external customer feedback.
• Leadership - Mentor team members, lead team meetings, participate in feedback sessions, bring ideas for better customer experience to management, with a focus on team building and growth. Understand the needs of both the smaller team and the larger teams and be a fully engaged member of both.

Qualifications

Basic Required Qualifications:
• Bachelor’s degree in business, Environmental Sciences, Marketing, or related field (or equivalent experience).
• Preferred 2 years in customer service (order management) or other industry roles (5 years minimum with high school diploma).
• Strong communication, analytical, and organizational skills.
• Proficiency in CRM Microsoft Office Suite.
• Willingness to travel up to 10%.

Preferred Qualifications:

• Familiarity with regulatory frameworks such as RCRA, DOT, DEA, and OSHA
• Experience with ERP/company order processing systems (CORE, Preview, SPAK, Steriwise) a +

Additional Information

Benefits: Comprehensive benefits package includes paid time off policies, as well as health, dental, vision, life insurance, tuition reimbursement, paid volunteering and more. In addition, commencing no later than January 1, 2027, benefits package will include participation 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. 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