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.

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 covering Central to West U.S. 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.

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:

• High School Diploma or equivalent, Bachelor’s degree preferred

• 5+ years of relevant experience in customer account management, data entry, accounts receivable, or similar experience

• Experience with Enterprise Resource Planning (ERP) tool – SAP preferred

• Legendary customer service skills; an unwavering passion for taking care of the customer.

• Excellent communication skills (written and verbal)

• 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:

• 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

Preferred Qualifications:

• 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

WHAT WE CAN OFFER YOU:

Our Total Rewards Program goes far beyond base compensation by providing a more fulfilling work experience and offering a competitive benefits program, including:

• Generous PTO package and paid holidays

• Generous retirement savings plan

• Customizable health, dental and vision insurance (eligible on first date)

• Career progression plans

• Reward and recognition programs

• Paid parental leave

• Tuition Reimbursement

• Company Wellness Program

• Employee Discount Program

The estimated pay range for this position is $24hr. to $28/hr.. Starting pay is dependent on multiple factors, such as skills, experience, and