technical Customer Service Representative

Description

We’re Hiring for a Technical Customer Support Representative!

If you are excited and passionate about helping #LetsSolveWater, consider joining our team today! Xylem, Inc. is a leading global water technology company servicing more than 150 countries and is dedicated to solving the world’s most challenging water issues. We are looking for individuals to join our mission by exceeding customer expectations through smart sustainable solutions. At Xylem, you will have the opportunity to solve water by participating in our paid Volunteer Program, Xylem Watermark!

THE ROLE: The Technical Customer Support Representative will be responsible for providing cordial, timely, and accurate Vertical Turbine Pump product application and order assistance to customers and distributors. In this role, the incumbent will also work directly with sales and product management, to understand the needs of the customers and provide them with service levels that meet or exceed customer expectations.

We offer a full benefits package to include Paid Time Off (PTO) for hourly positions, health, dental, vision, investment savings plan, and other additional miscellaneous benefits.

CORE RESPONSIBILITIES: To perform the job successfully, an individual must be able to perform each essential duty satisfactorily.

• Receives order input and ascertains product specification, clarifies customer order language condensing where possible and verifies product construction. Refers special product orders to proper department for pricing and special construction details.
• Edits customer orders and assigns codes for statistical tabulation and commodity identification. Defines method of shipment, tag information and product pricing.
• Performs entry of customer orders for standard product in ERP system. Enters orders via ERPLx, eLogia and Xylem Online (XOL) for Domestic and all other BTO products.
• Communicates with customers through verbal, written and personal contact concerning delivery issues and complaints such as material shortages, incorrect shipments, lost material, incorrect pricing, and product availability. Interfaces with necessary departments to effect solutions.
• Maintains on-line customer information and customer order database including addresses, ship dates, product, quantity, price, routing, tagging, order additions and cancellations.
• Generates inter-departmental inquiries regarding availability of delinquent BTO product and requests to expedite product.
• Evaluates stock product availability by analyzing customer backlog status with respect to acknowledged shipping schedules, commodity in stock and stock out positions.
• Other duties as assigned by Customer Service Supervisor or Manager
• Participation in Xylem Watermark volunteer activities
• Additional duties and responsibilities may be required based on organizational needs

Qualifications

• Minimum of 3 years customer service experience in a technical product line, B2B preferred
• Two (2) years of college or technical schooling or five (5) years’ experience in a technical position preferred.
• Demonstrated customer advocacy skills
• Technical aptitude & solid math skills
• Ability to self-motivate and work independently
• Comfortable in a fast-paced environment welcoming change and growth
• Proficiency in Microsoft Office. Experience working with CRM system (Siebel, Salesforce.com, Microsoft Dynamics) a plus
• Proficiency in second language a plus
• A strong commitment to working with a team, providing excellent customer service, and maintaining professionalism is required
• Ability to process a high volume of transactions with proficiency, accuracy and integrity
• Ability to handle multiple tasks simultaneously and prioritize accordingly
• Effective verbal/written communication skills.
• Strong business acumen, organizational, time management skills and attention to detail required

Day In The Life

In this role, the working environment is limited to the office and occasionally going out to the shop floor or warehouse and the physical demands may include but not limited to regularly sitting.

Salary:

Starting pay is dependent multiple factors but starts around $62-68K and varies according to such as skills, experience, and work location, and is not typically at the top of the range. At Xylem we offer a competitive compensation package with a generous benefit package, including Medical, Dental, Vision plans, 401(k) with company contribution, paid time off, paid parental leave and tuition reimbursement.

At Xylem, we embrace diversity and strive to create avenues where employees feel valued and appreciated through our DE&I initiatives and Employee Resources Groups (ERG). Xylem is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Xylem prohibits discrimination, harassment of any kind and does not discriminate in employment on the basis of race, color, religion, sex or sexual orientation (including pregnancy and gender identity), national origin, political affiliation, marital status, medical conditions or disability, genetic information, age, or other non-merit factors.

Join the global Xylem team today! Xylem is a team creating advanced technology solutions to the world’s water challenges through developing new technologies and services that will improve the way water is used, conserved, and re-used in the future is central to our work. Our products and services move, treat, analyze, monitor, and return water to the environment, in public utility, industrial, residential, and commercial building services settings. Xylem also provides a leading portfolio of smart metering, network technologies and advanced analytics solutions for water, electric and gas utilities.

Disclaimer: The information listed within this job description is designed to indicate the general nature of work expected for this position and shall not be viewed as a comprehensive inventory of all duties, responsibilities, and qualifications required in this position. Employees must be able to perform the essential functions of the position satisfactorily and if requested, reasonable accommodation will be made to enable employees with disabilities to perform the essential functions of their job absent undue hardship. Xylem reserves the right to modify this job description or assign other duties to this position as needed.