What are the responsibilities and job description for the Customer Order and Fulfillment Specialist position at Veolia Water Technologies and Solutions?
Veolia Water Technologies & Solutions (VWTS) is a worldwide leader in water recovery, treatment, and reuse. We design, supply, and service a range of water systems and monitoring equipment in industries ranging from pharmaceutical to food and beverage applications, and from microelectronics ultrapure water to municipal water and industrial wastewater treatment. We are one of the world's leading manufacturers of total organic carbon (TOC) analyzers and corresponding certified reference materials. Our ground-breaking endotoxin analyzer is the latest addition to our expanding analytical instruments portfolio. We strive to provide not only superior technology and design, but also outstanding quality, service, and application support.
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.
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 Sales and Customer Support team as a North American Customer Order & Fulfilment Specialist you are the customer's first point of contact with Veolia Water Technology & Solutions. You will be working directly with our customers, sales team and partners to provide the best fulfilment 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. As an experienced professional you will leverage subject matter expertise in activities like order management and problem solving skills to proactively head off issues before they arise with the customer.
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
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
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 every level and are proud to be an equal opportunity workplace.
What we're looking for
2 years of customer service/ fulfilment/procurement experience or demonstrated equivalent subject matter expertise
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.
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
All your information will be kept confidential according to EEO guidelines.
As an inclusive company, Veolia is committed to diversity and gives equal consideration to all applications, without discrimination.
