Customer Support Specialist

Join Xylem in the global mission to #LetsSolveWater! As a leading water technology company with 23,000 employeesoperating in over 150 countries, Xylem is at the forefront of addressing the world’s most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.

We’re Hiring for a Customer Service Specialist!   

THE ROLE: The Customer Support Specialist will be responsible for providing a variety of order processing and sales-related support to both internal and external customers. This position works as part of a regional team that supports a geographic territory. Expectation is to provide legendary customer service which includes prompt and thorough responses to customer inquiries while maintaining a positive, empathetic, and professional attitude toward customers at all times.

We offer a full benefits package to include 4 weeks of Paid Time Off (PTO) for hourly positions, health, dental, vision, investment savings plan, and other additional miscellaneous benefits.      

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

• Order Management: Processes orders for products and/or services from sales staff or direct customer contact. Orders may range from off-the-shelf quick ship to more complex, longer cycle projects. Responsible for proactive, thorough follow-up on order backlog to ensure order details are current.  Provides timely communications on order status and changes to relevant parties. May coordinate and meet with other departments regarding order status, shipping dates, prices, product availability, and back orders. Maintains virtual customer files with sales contracts and other information.
• Customer Billing Resolution:  Investigates and resolves billing issues related to customer disputes as relayed from A/R collections team.
• Sales Support: Provide price & availability, formal quotations, and other pre and post-order support functions.  
• Perform backup coverage within specific team and across other teams of similar function.
• Comply with all established policies and procedures.
• Participate in new initiatives as requested.
• Assume other duties and responsibilities as required.
• Participation in Xylem Watermark volunteer activities

QUALIFICATIONS:     

• Excellent written and oral communication skills
• Bachelor’s degree or 3+ years of relevant experience 
• Legendary customer service skills; an unwavering passion for taking care of the customer. 
• Experience with Enterprise Resource Planning (ERP) tool
• Ability to work independently. 
• Strong & respectful collaborative skills and business acumen 
• Ability to work with a diverse workforce and customer base in a matrixed organization. 
• Technical aptitude 
• Proficient in Microsoft Office  
• Passionate about service and support and seeks to achieve extraordinary results as part of a high-energy team.
• Demonstrate basic problem-solving abilities, coupled with a desire to take in responsibility.  
• Confident self-starter with ability to prioritize and manage yourself to get things done with minimal oversight.    

Preferred Qualifications:    

• Order entry (Customer Service) experience preferred. 
• Experience with Salesforce.com Customer Relationship Management (CRM) and Select Configure Price Quote (SCPQ) tools
• Experience with supporting engineered projects from quote/bid to order delivery and invoicing
• Continuous improvement, lean practices, value stream mapping and waste elimination experience  

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.    

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. 

    

#LI-JO2  

Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of diversity, equity and inclusion in driving innovation and allowing us to compete more effectively around the world.