What are the responsibilities and job description for the Customer Support Specialist position at Xylem?
Join Xylem in the global mission to #LetsSolveWater! As a leading water technology company with 23,000 employees operating 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.
Essential Duties / Principal Responsibilities :
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 longer cycle orders. 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 for standard products and services
Perform backup coverage within specific team and across other teams of similar function.
Comply with all established policies and procedures.
Additional Responsibilities :
Participate in new initiatives as requested
Assume other duties and responsibilities as required
Key Competencies :
Continuous improvement mindset
Cross-boundary collaboration
Key Relationships :
External : End users, contractors, and other direct customers
Internal : Sales, finance, operations, and engineering teams
Required Qualifications :
Minimal education & experience, essential skills & abilities and required license / certification to perform this job.
Bachelor’s degree or 0-2 years of relevant experience
Legendary customer service skills; an unwavering passion for taking care of the customer
Excellent communication skills (written and verbal)
Experience with Enterprise Resource Planning (ERP) tool
Ability to work independently
Strong & respectful collaborative skills and business acumen
Ability to work with diverse workforce and customer base in a matrixed organization
Technical aptitude
Proficient in Microsoft Office
Preferred Qualifications :
Additional preferences for a specific position.
Experience with Salesforce.com Customer Relationship Management (CRM) and Select Configure Price Quote (SCPQ) tools
Experience with supporting standard orders from entry to order delivery and invoicing
Continuous improvement, lean practices, value stream mapping and waste elimination experience
Physical Demands :
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
- Regularly required to sit or stand, reach, bend and move about the facility
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.)
Office : Standard office equipment; work usually performed in an office setting free from any disagreeable elements.
Standard weekly job hours : 40 hours
Salary range :
40,300.00 - $64,500.00
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.
At Xylem, you'll not only contribute to solving water issues but also have the chance to make a difference through our paid Volunteer Program, Xylem Watermark. We embrace diversity and prioritize our employees' well-being through our DE&I initiatives and Employee Resource Groups (ERG). Proud to be an Equal Employment Opportunity (including disability and veterans) and Affirmative Action workplace, Xylem fosters an inclusive environment free from discrimination or harassment.
Please note that the information in this job description outlines the general nature of the position and is not an exhaustive list of duties. Xylem is dedicated to providing reasonable accommodations to enable all employees to perform their essential job functions. We reserve the right to modify this job description and assign additional duties as needed. Embrace the opportunity to be part of Xylem's transformative journey in shaping the future of water technology! #XylemCareers #GlobalImpact #WaterInnovation
Salary : $40,300 - $64,500
