Senior Customer Support 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 complex. 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 and 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.

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 3-5+ 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 under general supervision

• Strong & respectful collaborative skills and business acumen

• Ability to work with diverse workforce and customer base in a matrixed organization
• Technical aptitude
• Multi-task - detail oriented, prioritization, manage multiple tasks
• Flexible, adaptable and abstract mindset

• 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 orders from 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
• Hybrid-Remote

Relocation Approved

No

Percent of Travel required

N/A

Does this role serve as country or regional leader for Xylem or as lead Finance controller for a region or location? If so, please have the Chief Compliance Officer or Chief Auditor for Finance Controller roles interview the final candidate(s).

No

In addition, any candidates for a Sales/Commercial role or a Finance role that directly report to a SLT member should be interviewed by the Chief Compliance Officer or Chief Auditor respectiv