Customer Excellence Manager - job 1 of 2

To apply for the Customer Excellence Manager position at Veolia North America, you'll need a High School diploma or GED, along with several years of experience in customer, technical, and operational roles, preferably within Veolia or a similar company. A deep technical knowledge of waste transport, disposal, and recycling is essential, either through education or hands-on experience. A proven track record of performance improvement and team building is also critical for this role.

As the Customer Excellence Manager at Veolia North America, you will own the entire service delivery process. This involves managing and developing a team of Customer Technical Advisors and Technical Specialists, ensuring accountability for billing and maintaining clear customer service expectations. Your job will also include identifying and resolving system issues, managing transitions for new clients, and reporting on customer service standards to senior leadership.

To succeed as a Customer Excellence Manager at Veolia North America, you'll need strong skills in accounting, cash management, and a customer-centric mindset. Deep technical knowledge of waste transport, disposal, and recycling is highly beneficial. You should also have a systems-focused approach to problem-solving, allowing you to tackle root causes effectively. Leadership abilities to guide and inspire a diverse team are essential for this position.

The Customer Excellence Manager position at Veolia North America requires about 10% travel. This may involve visiting customer sites or attending meetings and conferences to represent Veolia and ensure that customer needs are met efficiently across various locations.

Veolia North America's benefits package is extensive and includes paid time off, health, dental, and vision insurance. Additionally, employees can participate in an employer-sponsored 401(k) plan to prepare for retirement. The company values diversity and is committed to equal opportunity in hiring and employment.

To ensure that my team meets customer service expectations as a Customer Excellence Manager, I would set clear, measurable goals and provide continuous coaching, support, and feedback. I would conduct regular performance reviews and use metrics such as Net Promoter Scores to assess our effectiveness and make necessary adjustments to strategies.

Certainly! In my previous role, I encountered a systematic issue that delayed order processing. By conducting a thorough analysis, I identified the root cause and implemented a streamlined workflow, which decreased processing time by 20%. This not only improved customer satisfaction but also increased our cash flow.

Effective communication is critical for team collaboration. I eat my own dog food, using regular meetings and collaborative tools to keep everyone aligned with our goals. I encourage team members to share their insights and challenges, fostering an environment where we can support each other to achieve exceptional results.

In my previous roles, I've successfully built high-performing teams by applying a coaching-centric approach. I focus on understanding each individual’s strengths and development areas, providing them with opportunities for growth through thorough training programs, mentorship, and performance-based feedback.

I prioritize tasks based on impact and urgency. I use a matrix approach to evaluate what will deliver the most value to customers and the business. Additionally, I communicate openly with my team about our priorities to ensure everyone is aligned and focused on the most critical tasks first.

I track performance through key metrics and KPIs that align with our organizational goals. Regular one-on-one meetings allow me to provide feedback and address any concerns. Accountability is reinforced by fostering a culture of ownership, where team members take pride in their contributions to customer satisfaction.

I employ a proactive approach by regularly gathering feedback through surveys and direct communications. I analyze this data to identify trends and areas for improvement. Moreover, I work collaboratively with my team to implement actionable changes that enhance the customer experience, driving up our Net Promoter Scores.

I stay updated with industry trends through continuous education and professional development. I attend relevant conferences, participate in webinars, and subscribe to industry publications. Engaging with professional networks also helps me stay informed about best practices and new regulations in waste management.

My motivation comes from seeing the positive impact of my team's work on customers' success. Delivering excellent service and solving complex challenges is incredibly fulfilling for me. I also find inspiration in fostering a collaborative team environment that enables members to grow and excel in their roles.

When conflicts arise within my team, I address them promptly and directly. I encourage open dialogue, allowing team members to express their perspectives. My role is to mediate the discussion and guide the team towards a resolution that aligns with our goals while reinforcing a spirit of collaboration and respect.