Customer Fulfillment Representative

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.

Veolia is the benchmark company for ecological transformation, with a global footprint of over 220,000 employees. Our mission is to provide sustainable solutions, innovative delivery technologies, and proven expertise to drive environmental transformation across thirteen industries. Veolia is committed to creating a cleaner, more sustainable world for all.

At Veolia, we foster an inclusive and diverse culture through our growing network of employee resource groups. These employee-led groups offer campus-specific opportunities for fun, community service, and personal development. We are relentlessly focused on innovating at every level, investing in new technologies and products, and nurturing the best talent to move the company forward.

Come and join our team at our Oakville, ON experience center, where you'll work and collaborate in an amazing environment. Our campus is situated on private land with its own forest trail (perfect for summer strolls), an on-site gym, cafeteria, and facilities for summer tournaments like volleyball, basketball, and pickleball. Our strong employee group is always finding new and exciting activities to keep the on-site experience engaging. 

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 Fulfillment Solutions Representative, you are the customer's first 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. 

Key activities within this entry 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. In this role, you will act as support to the Customer Fulfillment Specialist in your assigned region. 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.

Summary:

• 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

• Proactively manage existing customer orders

• Prevent and reduce, returns, and invoicing issues

• Prioritise & 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

What we're looking for:

• 0-2 years of customer service/ fulfillment/procurement experience

• Digital mindset: comfortable entering and retrieving data in a variety of software, CRM and ERP platforms 

• Digital mindset: comfortable entering and retrieving data in a variety of software, CRM and ERP platforms 

• An ability to work in a cross-functional environment with peers & immediate leadership

• Energetic, strong interpersonal, organizational and communication skills

• A motivated self-starter with strong problem-solving skills 

• Excellent time management skills & ability to prioritize work from multiple channels

• Ability to understand specific business objectives, priorities and key processes

• Cross-functional and global collaboration with peers, Sales, & Supply Chain 

• Meets/exceeds responsiveness expectation to customers & internal assignments

• Awareness of Quality Framework initiatives including document management, continuous improvement projects and basic ISO quality management system awareness 

• Understands the role in performance management and fulfills ongoing weekly, quarterly, and annual performance monitoring activities

• Meets/exceeds responsiveness expectation on internal assignments

• Thrives in a fast-paced but fun work environment

• 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:

• Diploma/certificate preferred in Business, Supply Chain or equivalent experience

• Knowledge of SAP & Salesforce or other ERP and CRM software

• Basic presentation skills

• Understanding & employment of proper written, verbal, & meeting etiquette

• Basic commercial reconciliation

• Google Suite expertise

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 organization that champions diversity and inclusion at every level and are proud to be an equal opportunity workplace.

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