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. Please click here to learn more about our Analytical Instruments business.

Job Summary

This exciting opportunity is perfect for an experienced individual looking for career growth while further developing their leadership skills. As Customer Care Supervisor, your main task will be the coordination, organization and monitoring of daily AI customer care operations, motivating, and providing guidance to the team to achieve the best quantitative and qualitative results. With a focus on operational excellence and customer satisfaction, you will ensure that order fulfilment is managed with a combination of speed, quality, and accuracy. This will be accomplished by sharing your fulfilment expertise from order to remittance in a fast-paced environment. You will work closely with the ES Customer Excellence leader who will empower you to oversee the team’s growth.

Key Characteristics

• Strong interpersonal skills and ability to work in global environment
• Self-directed leader passionate about providing excellence to our clients
• Ability to prioritize and pivot based on business needs
• Digital mindset
• Looking to grow into a leadership role through influencing and achieving team driven results

Duties & Responsibilities

• Managing and improving the overall team productivity
• Supervising the daily incoming requests via SFDC to ensure adherence to the set KPIs
• Ensure proper phone handling providing a positive customer experience via reduction in drop calls and timely response
• Efficient resource planning (planning holiday and overtime requests) and assisting with recruiting new specialists
• Supervising and investigating the escalations handled by team, providing proper feedback, and implementing corrective actions
• Evolving team performance
• Revising working procedures with Global Process Leaders (SOP’s, DTP’s desktop procedures) and workflows
• Building and enhancing relationship with local site’s leadership

Knowledge, Skills & Abilities

• Time management, strong analytical and problem-solving skills
• Positive and inspiring attitude
• Strong SAP knowledge and experience as a user
• Good command of data analytics tools, such as excel and Tableau

Education & Experience

Required:

• Bachelor’s degree or equivalent
• 2 years’ experience supervising teams or acting as back-up supervisor
• Prior experience in supply chain, commercial and other relatable business functions as well as customer care operations
• Ability to understand and convey back to the team, the team’s impact on business operations and to set clear operational directions

Preferred:

• Lean Six Sigma certified

Working Conditions: 10% domestic and international travel

At Veolia, we realize diverse teams make smarter decisions, deliver better results, and build stronger communities. We’re an organization that champions diversity and inclusion at every rung of the ladder and are proud to be an equal opportunity workplace. Because our people are our greatest assets, we also offer competitive compensation and benefits that include:

• Compensation - The salary range is tied to the market for similarly benchmarked roles. The range is not an absolute, but a guide, and offers will be based on the individual candidate’s knowledge, skills, experience, and market conditions, as well as internal peer equity. Depending upon all of the preceding considerations for the final selected individual candidate, the offer may be lower or higher than the stated range: $54,000 - $75,000 annually
• Health & Life Insurance
• Paid Vacation & Sick Time
• Paid Holidays
• Parental Leave
• 401(k) Plan

****Applicants are required to be eligible to lawfully work in the U.S. immediately; employer will not sponsor applicants for U.S. work authorization (e.g. H-1B visa) for this opportunity****

VWTS does not accept unsolicited resumes from external recruiting firms. All vendors must have a current and fully executed MSA on file before submitting candidates. Any unsolicited resumes and candidate profiles will be deemed the property of VWTS, and no fee will be due.