Description

We’re Hiring a Technical Customer Service Representative! 

If you are excited and passionate about helping #LetsSolveWater, consider joining our team today!  Xylem, Inc. is a leading global water technology company servicing more than 150 countries and is dedicated to solving the world’s most challenging water issues.  We are looking for individuals to join our mission by exceeding customer expectations through smart sustainable solutions.  At Xylem, you will have the opportunity to solve water by participating in our paid Volunteer Program, Xylem Watermark!

THE ROLE: The Technical Customer Service Representative will provide a variety of sales related support and assistance to both internal and external customers throughout US and Canada. The Customer Service Representative will engage in special projects to support continuous improvement to increase productivity and reduce cycle time for customer support while increasing legendary customer service.

CORE RESPONSIBILITIES:  To perform the job successfully, an individual must be able to perform each essential duty satisfactorily.   

• Receives order input and ascertains product specification, clarifies customer order language condensing where possible and verifies product construction.  Coordinates with Engineering and Marketing teams to successfully process Engineered To Order/Configured To Order product.  Refers special product orders to the cross functional departments for pricing and special construction details.
• Edits customer orders with special construction requirements assigning various code numbers for statistical tabulation and commodity identification. Indicates method of shipment, tag information and product/parts pricing.
• Quotes lead time and pricing on product/parts. Process orders in the ERP system.  Coordinates with cross functional teams for timely acknowledgement and shipment of customer orders.
• Communicates with customers through verbal, written and personal contact regarding order status, delivery concerns and complaints such as material shortages, incorrect shipments, lost material, incorrect pricing and product availability.  Pro-actively interfaces with internal departments for resolution.
• Generates inter-departmental inquiries through e-mail and face-to-face interactions regarding order delinquencies.  This may require requests to expedite product as needed.
• Evaluates stock product availability by analyzing customer backlog status with respect to acknowledged shipping schedules.  
• Enters customer inquiries generating service requests and activities, actively following up to resolve customer inquiry.
• A dynamic problem solver when unexpected problems arise, being able to adjust to the situation and provide a fast accurate solution with a customer service mindset.
• Other duties as assigned by Customer Service Supervisor and/or Manager.

QUALIFICATIONS:

• 0-3 years Customer Service experience
• Recent College Graduate preferred
• Working knowledge of order processing and marketing policies and procedures. Should also have a basic knowledge of products, customers, pricing and logistics.
• Preferred minimum of 4-5 years customer service experience in a technical product line, B2B Preferred.
• Demonstrated customer advocacy skills
• Ability to self-motivate and work independently  
• Comfortable in a fast paced environment welcoming change and growth
• Proficiency in Microsoft Office. Experience working with CRM system (Salesforce.com, Microsoft Dynamics) a plus
• Proficiency in second language a plus
• A strong commitment to working with a team, providing excellent customer service, and maintaining
  professionalism is required
• Ability to process a high volume of transactions with proficiency, accuracy and integrity
• Ability to handle multiple tasks simultaneously and prioritize accordingly
• Effective verbal/written communication skills.
• Strong business acumen, organizational, time management skills and attention to detail required.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

At Xylem, we embrace diversity and strive to create avenues where employees feel valued and appreciated through our DE&I initiatives and Employee Resources Groups (ERG).  Xylem is proud to be an Equal Employment Opportunity and Affirmative Action workplace.  Xylem prohibits discrimination, harassment of any kind and does not discriminate in employment on the basis of race, color, religion, sex or sexual orientation (including pregnancy and gender identity), national origin, political affiliation, marital status, medical conditions or disability, genetic information, age, or other non-merit factors.  

Join the global Xylem team today!  Xylem is a team creating advanced technology solutions to the world’s water challenges through developing new technologies and services that will improve the way water is used, conserved, and re-used in the future is central to our work. Our products and services move, treat, analyze, monitor, and return water to the environment, in public utility, industrial, residential, and commercial building services settings. Xylem also provides a leading portfolio of smart metering, network technologies and advanced analytics solutions for water, electric and gas utilities.

Disclaimer: The information listed within this job description is designed to indicate the general nature of work expected for this position and shall not be viewed as a comprehensive inventory of all duties, responsibilities, and qualifications required in this position.  Employees must be able to perform the essential functions of the position satisfactorily and if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job absent undue hardship.  Xylem reserves the right to modify this job description or assign other duties to this position as needed.