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2025-03-03) Customer Support Specialist
1 month ago
Customer Support Specialist
Apply remote type Hybrid locations Calgary time type Full time posted on Posted 5 Days Ago job requisition id R37692
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.
- Pre-Sale Technical Support: Provides pre-sale technical support services to internal and external customers, including, but not limited to, pump sizing, pump selection and providing pump curves. Works with Engineering to provide pumping solutions based on various pumping applications.
- 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.
- Customer Billing Resolution: Investigates, analyzes, and negotiates, resolves, documents and reports on consumer and commercial billing issues and complaints against the organization.
- 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.
- Discretion/Latitude: Works under only general direction. Works independently; may instruct or coach (but not manage) other Customer Support staff.
- 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.
- Problem Solving: Supports external or internal customers with complex issues. Answers non-routine questions that require deviation from standardized procedures.
- Liaison: Contacts are primarily with direct customers, channel partner staff, Xylem sellers, immediate supervisor, and other CSRs in the section or group.
- 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.
- 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.
- Proficiency in Microsoft Office products and the use of computer applications.
- Advanced/in-depth knowledge of all required systems (e.g., multiple ERP systems) and products.
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, and 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 to be a part of innovative technology solutions transforming water usage, conservation, and re-use.
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