Xylem

THE ROLE: As a Customer Service Representative at Xylem AWS Heat Transfer, you will play a crucial role in ensuring high-level professional interaction and support for our customers.. Efficiently process customer purchase orders, including quote conversion, and order entry.. Collaborate with the RMA/Warranty Administrator to resolve quality and warranty complaints.. Maintain BOL and PL files, daily invoice processing, and specialized knowledge for specific customer portals.. Our products and services move, treat, analyze, monitor, and return water to the environment, in public utility, industrial, residential, and commercial building services settings.

customer service representative

Description We’re Hiring for a Customer Service 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: As a Customer Service Representative at Xylem AWS Heat Transfer, you will play a crucial role in ensuring high-level professional interaction and support for our customers. Acting as a liaison between external customers and various internal teams, you will be responsible for processing orders, monitoring and maintaining existing orders, coordinating inquiries with internal departments, providing timely updates, resolving quality and warranty issues, and assisting in order expedites and post shipment information. We offer a full benefits package to include Paid Time Off (PTO), health, dental, vision, investment savings plan, and additional miscellaneous benefits. CORE RESPONSIBILITIES: To perform the job successfully, an individual must be able to perform/oversee each essential duty satisfactorily. Principal Responsibilities <ul><li>Order Processing</li><ul><li>Efficiently process customer purchase orders, including quote conversion, and order entry.</li><li>Demonstrate expertise in customer pricing, discounts, and commission processes.</li></ul><li>Order Status Communication:</li><ul><li>Provide customers with accurate and timely order status updates, including lead-time, material availability, credit analysis, and troubleshooting.</li></ul><li>Collaboration with Internal Teams:</li><ul><li>Work closely with Application Engineering to ensure orders align with capabilities and customer requirements.</li><li>Collaborate with the RMA/Warranty Administrator to resolve quality and warranty complaints.</li></ul><li>Problem Resolution:</li><ul><li>Investigate and resolve shipping discrepancies, missing or incorrect tracking numbers, and payment disputes.</li><li>Coordinate and conduct the order cancellation process when necessary.</li></ul><li>Additional Responsibilities:</li><ul><li>Update customer account files, ensuring accurate information and processing instructions.</li><li>Maintain BOL and PL files, daily invoice processing, and specialized knowledge for specific customer portals.</li><li>Further continuous improvement initiatives within the Customer Service group. </li></ul></ul>Qualifications <ul><li>Associate’s degree plus 3-5 years of direct Customer Service experience required, Bachelor of Arts or Bachelor of Science or higher level degree preferred. </li><li>Professional demeanor and attitude is a must.</li><li>Excellent organizational and communication skills are critical to this role.</li><li>Ability to interact with all levels and teams of internal and external customers.</li><li>Coordination and balance of diverse activities with accuracy and strong detail orientation is required.</li><li>Ability to handle multiple priorities and adapt to change with ease.</li><li>Must be able to work in a high stress environment and meet short term deadlines.</li><li>Willingness to take on additional tasks when needed.</li><li>Technologically adept – Must understand basic troubleshooting skills.</li><li>Experience with Microsoft Office products required.</li><li>Knowledge/experience with MRP software preferred.</li><li>Previous general support of industrial products or applications a plus. </li></ul>Day In The Life <ul><li>Ability to perform computer work within either the office or the facility production floor.</li><li>Safety shoes and Safety glasses are required to wear on production floor. </li></ul>Salary The estimated salary range for this position is $39,500 to $63,000. Starting pay is dependent on multiple factors, 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 accommodations 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.

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