Customer Service 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.

About the job:
This progressive level role is for a proven individual looking for career expansion in a
dynamic chemical and equipment business. It will focus on managing and improving the
daily performance of the invoice quality team. It also plays a pivotal role in fostering
operational excellence, driving continuous improvement, ensuring quality adherence,
facilitating knowledge sharing, and maintaining effective stakeholder collaboration within the
organization.
Key activities include:
1. Talent Development and Onboarding to facilitate the Competency Readiness Model
in collaboration with the Quality Team
2. Adhering to Quality Assurance and Performance Monitoring to meet and exceed the
Inventory Quality Expectations and a Turnaround Time
3. Analyzing credits and driving operational improvements through process
enhancements

4. Stakeholder Collaboration and Knowledge Management through active participation
in quality meetings, providing insights on areas for improvement
Job Summary:

• Meeting daily KPIs related to billing operations and implement corrective actions if those are not met
• Support Veolia collectors with receivables disputes
• Perform root cause analysis of issues/disputes that flow through internal Serrala tools and ensure adherence to processes to the business and its functions
• Investigate and escalate issues through researching SAP and Salesforce for relevant account support and history
• Work directly with business leaders on escalations, ensuring resolution performance across all functions
• Prepare reports when necessary for AR and Commercial meetings
• Assists Credit & Collections Manager/Teams with accounts receivables performance through coaching
• Work directly with the Fulfillment team and Sales to address past dues/collections issues
• Perform credits for short payments and collaborate with AR Leaders to escalate disputes
• Support the business and internal function with training on dispute management

What we're looking for:

• Bachelor's Degree or equivalent in Business, Finance or Supply Chain or equivalent on-hands experience
• 5+ years of experience in customer service, fulfillment, or finance
• Proficiency in SAP, Salesforce, or other ERP and CRM software
• Strong digital mindset with the ability to work with various software platforms
• Excellent interpersonal, organizational, and communication skills
• Proven problem-solving abilities and attention to detail
• Experience in cross-functional collaboration and stakeholder management
• Proficiency in Google Suite and basic presentation skills
• Prior experience in import / export compliance, third party logistics, customer service, and operations
• Ability to prioritise and pivot based on business needs
• Understanding of Quality Framework initiatives including document management, continuous improvement projects, root cause analysis investigations, and advanced ISO quality management system awareness
• Highly detail-oriented, organised and able to provide clear and accurate updates to relevant teams

Additional Requirements:

• Ability to work in a hybrid environment (minimum 2 days in office)
• Flexibility to work 3 statutory holidays per year in lieu of vacation or paid time off
• Availability to work Monday-Friday, 8-hour shifts between 8:00 AM-6:30 PM

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