Scope

At EMEA Customer Care Team - as part of Global Supply Chain Operations – manage the customer portfolio throughout the entire order life cycle. We are a diverse and truly multicultural team of ca. 50 colleagues. We serve a wide range of customers from industries like food and beverages, power, pharma and life science, municipalities to oil refineries. Our teams are daily in touch with Sales, Material Planning, Sourcing, Pricing, Finance and Distribution Departments to ensure providing high standards of service level to our end customers. We aim to focus on continuous improvement and increased service level throughout working on initiatives enabling customer service to do more value-added activities for the business and our customer base.

As a pricing and contract management specialist your responsibilities will be to enter and manage customer contracts through its lifecycle. This means entering, renewing, modifying and terminating and invoicing customer contracts, supporting dispute resolution for contract invoices. All price discrepancies during the order management process will be reviewed and eliminated by this role. You will also be responsible for training and mentoring new joiners as well as managing escalations from customers and sales. You also have to initiate and lead process improvements impacting team performance.

Tasks and responsibilities

Contract Management/Pricing

• Creation, renewal and termination of frame contracts 

• Driving the achievement of our revenue target through linear contract billing

• Pricing management

Account Management

• Handling queries to meet customer expectations 

• Root cause analysis to identify process gaps in order to improve customer experience 

• Gatekeeper to ensure customer data is correct in our system by engaging the relevant departments to update ERP

Dispute Management

•  Investigate and resolve customer invoice issues to facilitate cash collection for better cash cycle results

•  Perform root cause analysis to improve billing quality

Knowledge sharing 

• Provide expertise to colleagues 

• Share knowledge within Customer Care and be a point of contact for operational questions 

• Acting as a buddy during newcomer onboarding 

Contribute to process improvement 

• Collect pain points on Customer Care activities and facilitate process improvement initiatives within the organization to improve efficiency 

• Run Root Cause Analysis for identified process gaps and provide suggestion and/or solutions to leadership for focus areas, improvements 

• Be a pioneer for Customer care job enrichment 

Required education and experience

Essential

• At least 4 years professional experience

• Advanced level of French and English skills

• Effective and professional verbal and written communication – both with internal and external customers

• Excellent problem-solving capability 

• Customer service attitude with ownership of any kind of queries

• Logical thinking, analytical mindset| Reporting skills

• Proficient IT skills including Excel and Google Workspace

• Solid SAP knowledge and experience as a user

• Team Player

Desired Characteristics

• University or College degree

• Salesforce.com experience

• Additional relevant foreign language knowledge

• Process improvement and project management mindset

What we offer:

You will be part of a motivated, professional team. We provide a competitive salary and other benefits including:

• Value-creating tasks and challenges in a successful and environmentally conscious international company
• Cafeteria
• Home Office opportunity
• Medicover private health insurance
• Life insurance
• Birthday bonus
• Employee support program (e.g. legal, health, psychological counselling, medical screeningtests)
• Family support (e.g. start-of-school support)
• Reward for employee referral
• Regular training and development opportunities
• Safe, stable, family-friendly workplace for the long term

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