Customer Support Coordinator

7 months ago

PointeClaire, 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 will provide a variety of sales related support and assistance to both internal and external customers throughout Western Canada. The Customer Support Coordinator will engage in special projects to support continuous improvement to increase productivity and reduce cycle time for customer support while increasing legendary customer service.

Essential Duties/Principal Responsibilities:

- Work within a virtual team environment to provide heavy commercial support up to and including all aspects of order execution and follow up utilizing available quotation and Enterprise Resource Planning (ERP) tools. Communicate with related internal and external customer and vendor contacts.
- Perform daily, weekly and monthly ERP review and maintenance functions to insure all ERP information is accurate; all auto-functions occur correctly; relevant parties have accurate order and sales status; potential problems are identified and mitigated; and any issues are resolved.
- Provide basic item availability and pricing assistance.
- Assist in the management of bids to apprise sales department of pre-bids and due dates.
- Responsible for submitting rental, sale, field service and work orders for invoicing.
- Utilize Customer Relationship Management (CRM) tool daily to input new data and maintain existing data to current status for both direct customer interactions and communication to the sales teams.
- Create legendary customer service experiences for internal and external customers.
- Maintain continual communication with virtual team to ensure work flow is maintained and both internal and external customer expectations are met.
- Participate in special projects to create best practices, improve processes, create training tools or to support Xylem initiatives as determined and conduct related presentations or training sessions.
- Participation in Xylem Watermark volunteer activities

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

- 3-5 years of customer service experience
- 2-year degree or equivalent customer service experience
- Strong customer service skills
- Good collaborative and communication skills (written and verbal)
- Detail oriented with strong organizational and task management skills
- Ability to manage heavy volume of order transactions
- Ability to work with diverse workforce and customer base
- Proficient in Microsoft Office
- Bilingual (French / English) preferred

Preferred Qualifications:.
- Prior experience in industrial, construction or municipal environments

Physical Demands:
(The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
- Regularly required to sit or stand, reach, bend and move about the facility

Work Environment:
(The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
- Business Office Environment that includes laptop and standard office equipment; work performed in an open plan, cubicle work space or remote setting
- Travel requirement: Travel required to fulfill the duties listed above; other travel as needed or required by the company
- Standard weekly job hours: 40 hours

Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of diversity, equity and inclusion in driving innovation and allowing us to compete more effectively around the world.

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