Customer Support Associate

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.

Customer Support Representative

The Customer Support representative is responsible for providing order processing and sales-related support to both internal teams and external customers. This role serves as a key point of contact for customer inquiries, offering product and service information, assisting with issue resolution, and ensuring accurate and timely order processing.

Core Responsibilities

The successful candidate will be able to perform each essential duty satisfactorily, including:

Order Management

• Accurately process product and service orders received from the sales team or directly from customers.

• Proactively monitor and update the order backlog to ensure all order details remain current and accurate.

• Deliver timely updates on order status, changes, and issues to all relevant stakeholders.

Cross-Functional Coordination

• Collaborate with internal departments to review order status, shipping timelines, pricing, product availability, and backorder situations.

• Coordinate with operations and shipping teams to ensure customer requests are met in a timely manner.

Documentation Management

• Maintain organized digital customer files, including purchase orders, change notices, and related documents.

Customer Billing Resolution

• Investigate and resolve customer billing inquiries or disputes referred by the accounts receivable or collections team.

Sales Support

• Work closely with the sales team to ensure customer needs are understood and met.

Customer Inquiries

• Listen and understand customer inquiries to provide accurate and timely information.

• Research and troubleshoot complex issues.

• Communicate effectively and professionally with customers.

Order Processing

• Precisely enter and process customer orders, verifying order details, pricing, and shipping information.

Customer Account Management

• Update and maintain customer accounts with accurate information.

• Respond to account inquiries, making necessary changes or updates.

• Keep detailed records of customer interactions and transactions.

Collaboration and Continuous Improvement

• Work with other departments to resolve customer issues efficiently.

• Share feedback and suggestions to improve the customer experience.

• Participate actively in training and development programs to enhance customer service skills.

• Stay up-to-date on company products, services, and policies to provide accurate information to customers.

High Impact Behaviors

• Continuous Professional Development: Commit to lifelong learning and staying informed on industry trends and best practices.

• Collaboration and Teamwork: Contribute effectively to team goals and leverage diverse perspectives for better solutions.

• Results-Driven Performance: Set and maintain high performance standards, focusing on achieving objectives efficiently and effectively.

Qualifications

• High school diploma or GED required; degree in Marketing or a related field preferred, or equivalent work experience.

• Experience in customer service or sales principles and practices.

• Strong analytical and problem-solving skills.

• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).

• Excellent written and verbal communication skills.

• Ability to work collaboratively in a team environment.

• Strong attention to detail and organizational skills.

• Ability to manage multiple tasks and prioritize effectively.

Why Xylem? 

We believe in supporting our employees both professionally and personally. Our benefits include: 

• Paid parental leave, maternity support, and fertility benefits  

• Flexibility and hybrid work options w