NORAM Customer Care Leader chez Veolia Environnement SA

Veolia 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 designs and implements innovative solutions for decarbonization, depollution, and resource regeneration, supporting communities and industries in their ecological transformation.

Within this framework, Veolia 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.

Join us as the North American Customer Fulfillment Leader and make a lasting impact in Veolia! We're seeking a dynamic leader to shape the future of customer experience while contributing to a more sustainable world.

As our Manager, Customer Fulfillment Solutions, you'll inspire and lead a talented team of 50 professionals, including Team Leads, Supervisors, Escalation Specialists, and Fulfillment Specialists, dedicated to delivering exceptional customer service. This high-visibility role offers tremendous growth potential and the chance to manage $40MM in monthly revenue while building strategic partnerships across the organization. You'll be instrumental in coordinating fulfillment across logistics, plants, and suppliers, while implementing process improvements that enhance our global operations.

Your mission will be to transform our customer fulfillment function into a world-class operation by:

• Fostering excellent relationships with regional business partners and stakeholders
• Developing innovative solutions that enhance customer experience
• Building and maintaining the team's reputation as a trusted business partner
• Leading strategic initiatives that drive operational excellence
• Creating a culture of continuous improvement and employee development
• Championing process enhancement projects with global impact
• Establishing best practices in customer service delivery

You'll be the driving force behind:

• Order Management Excellence
• Process & Billing Optimization
• Customer Master Data Management
• Customer contract management
• Seamless Fulfillment Coordination
• Customer satisfaction
• Employee engagement
• Regional and global projects

Core Requirements

• 5+ years of experience leading customer service/fulfillment teams
• Bachelor's degree or equivalent
• Demonstrated high emotional intelligence and exceptional relationship-building and communication skills
• Ability to act as a change agent
• Experience with SAP, SFDC, Esker
• Commitment to environmental sustainability
• Ability to travel approximately 10%