Technical Customer Advisor

Position Purpose:The position’s purpose is to “quarterback” the customer fulfillment process from the custom order all the way

through to billing (even where other roles are playing important parts in the process). In doing so, this position

fulfills customer needs, and delivers amazing service, in the least complex and most cost efficient way for Hazardous Waste.Primary Duties /Responsibilities: Be the primary point of contact for customers within assigned branch territories and provide an excellent customer experience by "quarterbacking" all aspects of the customer service cycle.Own the communication (both internal and external) for all aspects of customer service. Communication is not just part of customer service; it is the most important part of customer service.Create new Waste Information Profiles (WIPs) and select appropriate approvals codes.When needed, consult with Technical & Regulatory Specialist (TRS) for support in creation of new, complex WIPs and for decisions on appropriate approval codes (as well as creation of new approvals for Veolia or 3rd party facilities).Take customer orders for service requests. Manage the creation of Jobs and Tickets. Work with the customer to obtain all required information to create accurate and detailed Jobs/Tickets. (This will help reduce ticket errors after the job).If the customer request has new waste streams that do not fall under an existing pricing category:for "lower value" accounts, quote the customer the branch standard ratefor "higher value" or "strategic accounts" coordinate with the Account Manager to quote the customer. Once a new rate has been agreed upon by the customer, work with the Contract Control Manager to update the account pricebook.After the detailed Job/Ticket has been created, coordinate the pickup requests with scheduler. Once a date has been confirmed, communicate the scheduled date to the customer.Review and manage all ticket errors after Holding Tank conversion (HT conversion will be managed by Operations). Any ti cket errors caused due to pricebook setup (e.g., price does not exist, etc.), work with the Contract Control Manager to correct and update.Work with Billing Coordinator on invoicing for customer jobs.Manage all other incoming customer requests, reaching out to internal Veolia resources as needed.