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Customer Service Representative
Posted on 8/1/2022
Essex, UK
Experience Level
Desired Skills
Customer Service
  • Excellent communication skills - written and verbal
  • Experience in Customer facing or ideally customer services role
  • Experience of CRM systems
  • A drive to also learn technical related information on e.g. pumps and pump equipment is desirable
  • Good level of numerical skills and high attention to detail
  • Ability to build effective professional relationships and a strong team player
  • Self motivated, conscientious and resilient
  • Intermediate IT literacy skills
  • Excel Intermediate level (cut and paste, sorting, filtering, reviewing)
  • Processing of customer orders and quotations, including scheduling shipment dates, and controlling the release of pick notes for the dispatch department
  • To respond on all customer progress requests on orders responding within 24 hours
  • Liaise with Inventory Planners about long lead time parts and shortages and special customer requirements to ensure an accurate request and scheduled date is on the customer orders
  • Ensuring where customers are on hold or Cash In Advance that the correct request dates are allocated to the orders
  • Create and maintain customer information files on computer database
  • First point of contact for customer telephone and e-mail enquiries. Responsibilities include referring inquires to correct distributor, Area Sales Manager or Product Manager
  • To work proactively with Logistics Department on the shipping of Customers Orders and freight/import enquires
  • To attend if required a daily meeting between Logistics, Customer Services and Material Control department
  • To hold regular Key Account Meetings with attendance of ASM & Product Management
  • To proactively maintain overdue order book and ensure timely release of allocated stock whenever possible after interface with the customer
  • To be proactive in doing investigations into scheduled dates prior to order entry
  • Liaise with all relevant parties ensuring complaints/concerns receive quick solutions
  • Input of all credit notes where required for customers ensuring the correct levels of authorisation are met and reason codes included
  • Administration of Distributor and OEM Warranty Claims and interface with Quality department where required
  • Maintain company database on Customer Care Issues
  • Administration of Customer Complaint process issue's including short shipments, pricing and stock returns. This includes updating data tables of errors and issues
  • Advising the Customer of the root cause of investigations, in a timely manner
  • General Office administration
  • Follow all ESH policies and procedures
  • Take responsibility for your own safety & watch out for the safety of co-workers and co-operate with employer on ESH matters
  • Immediately report hazards, near misses and unsafe behaviours to your supervisor
  • Participate in safety related activities as appropriate i.e. risk assessment process / audits

10,001+ employees

Innovative water solutions
Company Overview
Xylem helps consumers solve water. The company works to bring clean water, sanitation and hygiene education to schools and communities in emerging markets, and respond with water solutions when disaster strikes around the globe
  • Professional Development – To advance the capabilities of our people, we offer a wide variety of experiences to support our employees’ professional growth and continuous learning.
  • Total Rewards – We offer comprehensive programs for compensation, benefits, recognition, learning and development, work-life integration and corporate citizenship.
  • Watermark – Watermark is our corporate social responsibility program working to provide education and access to safe water to ensure healthy lives, gender equality, and resilient communities. Employees have the opportunity to learn and volunteer on various water-related projects.
  • Employee Networks – Our Employee Networks provide a professional, supportive network for employees from diverse backgrounds, including Women’s, LGBT+ and Allies, Veteran’s, People of Color and Allies, Hispanic Origin & Latin Affinity, Emerging Leaders, and Working Parents Networks.
Company Values
  • Respect: for each other, for diversity of people and opinions, for the environment
  • Responsibility: for our words and actions, for customer satisfaction, for giving back to our communities
  • Integrity: for acting ethically, for doing what we say we’ll do, for having the courage to communicate with candor
  • Creativity: for thinking beyond boundaries, for anticipating tomorrow’s challenges, for unlocking growth potential