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.

Xylem is looking to hire a Customer Support Specialist!

The Role:

The Customer Support Specialist will be responsible for order processing and sales-related support to both internal and external customers. In this role, the incumbent will also provide legendary customer service which includes prompt and thorough responses to customer inquiries while coordinating all aspects of order management from quoting to order delivery, and invoicing.

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 longer cycle, more complex 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 and some specialty products and services Additional duties and responsibilities may be required based on organizational needs

QUALIFICATIONS:

• High School Diploma or equivalent

• 3 + years of customer service experience

• Experience with order management, account management, or similar experience

• Experience with billing, invoicing, quoting, or related activities

• Experience using an ERP or CRM system, SAP experience preferred

• Experience supporting a sales team preferred

• Ability to work with diverse workforce and customer base in a matrixed organization

• Proficiency in Microsoft Office Suite

• Preferred experience with Salesforce.com Customer Relationship Management (CRM), AS 400, and Select Configure Price Quote (SCPQ) tools, SAP