Customer Support Coordinator

6 months ago

Greater Sudbury, Canada Xylem Full time

We’re Hiring a Customer Support Coordinator

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 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. Responds promptly to customer inquiries and maintains 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.
- 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 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 place telephone calls which are non-routine and require deviation from standard screens, scripts, and procedures and liaise 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, 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**:

- Willingness and ability to always provide superior customer support, always keeping the customer experience as the top priority.
- Ability to effectively communicate verbally and in writing.
- Strong problem-solving and negotiation skills.
- Effective interpersonal skills with customers, coworkers, and management team
- Strong teamwork and organizational skills with the ability to multi-task.
- Advanced/in-depth knowledge of all required systems (e.g., multiple ERP systems) and products.
- 5+ years’ of relevant experience
- Bachelor’s degree in related field or the equivalent work experience

**DAY IN THE LIFE**:
**

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