Nam Customer Care Leader

4 weeks ago

Oakville, Canada Veolia Full time

**Veolia is the benchmark company for ecological transformation with a global footprint of over 220,000 employees. Join the environmental revolution transforming over thirteen industries with sustainable solutions, innovative delivery technologies, and proven expertise. Our growing network of employee resource groups are the backbone of our inclusion & diversity culture with campus specific, employee led, opportunities for fun, community service, and personal development. We are relentlessly focused on innovating at every level of our business, investing in new technologies and products, and doubling down on the best talent to move the company forward. If you like the idea of working for a company that’s doing big things to create a cleaner, more sustainable world for us all, here’s more**

**Come and join our team at our Oakville ON experience centre, where we work and collaborate in an amazing work environment. Our campus is situated on private land with its own forest trail (for those summer strolls), on-site gym and cafeteria as well as summer tournaments (volleyball, basketball etc.). A strong employee group is always busy finding new and exciting activities for the employees on site.**

**Job Summary**
- **Partner and coordinate with key supply chain departments to satisfy customer requirements, minimises cost and maximise results**
- **Enter customer orders with a focus on quality, accuracy and speed**
- **Proactively manage existing customer orders**
- **Prevent, reduce, and resolve escalations, returns, and invoicing issues**
- **Prioritise & manage high volume of requests from Customers & Inside 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**
- **Energetic, strong interpersonal, organisational and communication skills**
- **Highly detail-oriented, organised and able to provide clear and accurate updates to relevant teams**
- **Understanding of billing quality, accounting knowledge, and reconciliation**
- **Digital mindset: Comfortable using a variety of software 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**
- **This is a hybrid position, requiring a minimum of 2 days in the office**
- **Ability to work rotating shifts Monday - Fridays, within the working window of 8:00AM-6:00PM.**

**Expectations after initial onboarding & training period**
- **Understands & employs proper written, verbal, & meeting etiquette**
- **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 of Quality Framework initiatives including document management, continuous improvement projects, root cause analysis investigations, and basic ISO quality management system awareness**
- **Understands CSR 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**
- **Understands role in performance management and fulfils ongoing weekly, quarterly, and annual performance monitoring activities**

**Additional Assets**
- **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**
- **Basic presentation skills**
- **Basic commercial reconciliation**
- **Understanding of Order Management, Order Entry, Billing or Quality Management System**
- **Strong Google Suite expertise**
- **Knowledge of French and/or Spanish will be an asset**

**We offer competitive compensation and benefits, working in a 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 organisation that champions diversity and inclusion at ev

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