Customer Engagement Manager

Customer Engagement Manager

About CleanHarbors
Clean Harbors Inc. (www.cleanharbors.com) is a NYSE listed US based $6.5 billion company. Clean Harbors was founded in 1980 near Boston by Mr. Alan S. McKim, who today remains the company’s Chairman.
Everywhere industry meets environment, Clean Harbors is on-site, providing premier environmental, energy and industrial services. Clean Harbors employs a dedicated workforce of 18,000 employees and has over 450 service locations across the U.S., Canada and Mexico. Beyond addressing the environmental needs of its more than 300,000 customers, the Company has been on the front lines of addressing some of the largest emergency response events in North America of the past several decades including the BP Oil Spill in the Gulf of Mexico, the anthrax attacks in New York, the 2015 avian flu outbreak that devastated the poultry industry, Hurricanes Katrina, Rita and Sandy, and the oil pipeline breaks that affected the Yellowstone and Kalamazoo rivers, along with other major chemical releases into the environment.
Clean Harbors India has been strategically established as the Global Capability Center (GCC) to serve our parent company. We take pride in serving some of the most tech savvy business stakeholders at Clean Harbors. The GCC employees form part of our globally integrated teams that provide cutting-edge IT solutions and production support across platforms. Our shared services teams work seamlessly with their global counterparts in providing critical 24x7 support in various functions including Finance, HR, Procurement, IT and Operations. Our aggressive growth plans open significant career advancement opportunities for our employees.

Job Role: Process Specialist/SME/Assistant Manager - Customer Engagement Management (CEM) 

Job Location: Hyderabad (Work from Office only)

Job Timing: 3pm to 12am - should be willing to work from office with global working windows 

Job Description: 

• Work backwards and set up the accounts correctly and ensure a regular health-check of the accounts is being done. 
• Own and maintain the administrative responsibility for our largest (multi-million dollar) customers. 
• Engagement Managers will be assigned 10, 25, or 50 customers (to be determined by customer size and complexity; # of locations, # of contracts). 
• Review customer set-up. Customers, colinks, contacts, purchase order requirements (by LOB), contract linkages, invoicing requirements etc. 
• Assure system information is precise. Become an expert on all billing systems (e.g., Ariba or TRACK). Determine specific key issues to help improve the profitability of assigned customers. 
• Provide PO resolution by Liaising with multiple stakeholders External/Internal stakeholders (Account Manager, Branch Manager, CEMs, Buyers, and requestors via calls & e-mails 
• Work & resolve all Salesforce cases pertaining to various issues on assigned accounts. 
• Regularly revisit each account to confirm accuracy. 
• Regularly produce customer reports, certs of disposal/witness burns. 
• Evaluate triggers for action: new contract, growing receivable balances, growing OA's, expired POs, overspent POs, Price escalations (SK). 
• Also respond to requests from billers, collections or cash applications. 
• Take action to correct issues directly or through escalation processes. 
• Prepare necessary documentation and should be comfortable in presenting to C and E level leadership. 

 

Pre-requisites: 

• Excellent Customer handling skills with good communication. 
• Ability to work independently on complex Order to Cash (O2C) scenarios by contacting the sales/ customers and work collaboratively with the various internal teams. 
• Individuals must have in-depth O2C knowledge (Downstream & Upstream). 
• Hands-on experience in CMD, E-Billing / Billing, Collections, Cash Application, DRT, reading contracts and POs processes is a must. 
• Individuals should do RCA (Root cause analysis) to identify the O2C issues and resolve the issues accordingly. 
• Ability to interact and communicate effectively with GCC and onsite stakeholders 
• Good presentation and e-mail writing skills & Proficiency with MS Office are necessary. 
• Should be flexible to work and extend their support for any additional hours as per business requirements. 
• Individuals are expected to work with high level of integrity, focus and always be proactive. 

 

Shift Timings: 3pm to 12am - should be willing to work from office with global working windows 

Experience Level

Mid Level