Customer Support Coordinator

2 weeks ago

Calgary, Canada Xylem Full time

Join Xylem in the global mission to #LetsSolveWater 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.

THE ROLE: The Customer Support Coordinator provides a variety of sales-related support and assistance to both internal and external customers. Works as part of a virtual regional team. Respond promptly to customer inquiries and maintain 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. Maintains customer files with sales contracts and other information. Gives price quotations, completes order sheets and checks the price and quantity of each item listed. Distributes order sheets to respective departments. May coordinate with departments regarding order status, shipping dates, prices, product availability and back orders.
- Project Coordination: Plans, monitors, and manages customer projects from initiation through completion. Secures required resources and uses formal processes and tools to manage resources, budgets, risks, and changes. Manages projects to ensure on-time completion according to specifications and within budgeted costs. At the higher levels, incumbents manage large multifaceted projects; at lower levels, incumbents may be concerned with clearly identifiable elements or functions within a larger project.
- Post Sale Technical Support: Provides post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance. Responds to customer questions regarding operation and malfunctions. Advises customers on preventive maintenance and configuration adjustments to improve product performance and customer satisfaction.
- Customer Billing Resolution: Investigates, analyzes, and negotiates, resolves, documents and reports on consumer and commercial billing issues and complaints against the organization. Identifies solutions that address billing issues and presents appropriate resolution options to customers. Negotiates and authorizes billing settlements within established limits and adjusts customer accounts.
- Warranty: Processes, reviews, and administers warranty claims, including repairs and refunds. Collaborates with sales and marketing, merchandising, manufacturing, quality, engineering, product development, finance, and others to ensure cross-functional communication and resolution of product issues and control warranty costs. Analyzes feedback from the field and warranty statistics to prevent recurring problems. Assists in the resolution of product and system weaknesses for servicing products.
- Discretion/Latitude: Works under only general direction. Works independently; may instruct or coach (but not manage) other Customer Support staff. Independently determines and develops an approach to external or internal customer solutions. Work is reviewed upon completion for adequacy in meeting objectives.
- Knowledge, Skills & Abilities: Perform many of the same activities as the intermediate level although they may be assigned to more complex and/or important products, services, and promotions. Typically receives and/or places telephone calls that are non-routine and require deviation from standard screens, scripts, and procedures and liaises with sales and technical staff to keep them up to date with customer needs.
- Problem Solving: Supports external or internal customers with complex issues. Answers non-routine questions that require deviation from standardized procedures. Investigates, analyzes, and solves complex customer billing, technical, and contract issues. Requires extensive knowledge of the company's products and services.
- Liaison: Contacts are primarily with direct customers, channel partner staff, Xylem sellers, immediate supervisor, and other CSRs in the section or group. May represent Customer Support and/or lead special continuous improvement projects.
- Participation in Xylem Watermark volunteer activities

Minimum Qualifications: Education, Experience, Skills, Abilities, License/Certification:

- 5+ years’ of relevant experience
- Bachelor’s degree in related field or the equivalent work experience
- Ability to effectively communicate verbally and in writing.
- Willingness and ability to always provide superior customer support, always keeping the customer experience as the top priority.
- Strong proble

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