Customer Service Specialist

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. 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
• Bilingual would be an asset
  
  

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
  
  

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 inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.