Description:
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. 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. We offer a full benefits package to include 4 weeks 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.
- 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:
- Bachelor’s degree or 3+ years of relevant experience
- Legendary customer service skills; an unwavering passion for taking care of the customer.
- Excellent written and oral communication skills in English and French, including the ability to demonstrate courtesy and tact when dealing with coworkers.
- Experience with Enterprise Resource Planning (ERP) tool
- 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
- Passionate about service and support-seeks to achieve extraordinary results as part of a high energy team.
- Demonstrate basic problem-solving abilities, coupled with a desire to take in responsibility.
- Confident self-starter with ability to prioritize and manage yourself to get things done with minimal oversight.
- Good computer skills, including but not limited to: MS Word, Excel, Outlook, and Access.