Specialist Customer Service

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23000 employees operating in over 150 countries Xylem is at the forefront of addressing the worlds most critical water challenges. We invite passionate individuals to join our team dedicated to exceeding customer expectations through innovative and sustainable solutions.

Principales tches et responsabilits:

• Gestion des commandes :Traite les commandes de produits et/ou de services provenant du personnel des ventes ou directement des clients. Tient jour les dossiers des clients en y consignant les contrats de vente et dautres renseignements. Donne des propositions de prix remplit les bons de commande et vrifie le prix et la quantit de chaque article numr. Distribue les bons de commande aux services respectifs. Peut coordonner son action avec celle dautres services en ce qui a trait ltat des commandes aux dates dexpdition aux prix la disponibilit des produits et aux ruptures de stocks.
• Rsolution des problmes de facturation des clients :Examine et analyse les problmes de facturation des clients et des socits ainsi que les plaintes dposes contre lentreprise mne les ngociations avec lautre partie les rsout les documente et en rdige le compte rendu. Trouve des solutions pour rsoudre les problmes de facturation et prsente aux clients les options de rglement les mieux adaptes. Ngocie et autorise les rglements lintrieur des limites tablies et ajuste les comptes des clients.
• Soutien de ventes : Fournir les prix la disponibilit les devis formels et dautres fonctions de soutien avant et aprs vente
• Effectue une couverture de sauvegarde au sein dune quipe spcifique et entre dautres quipes ayant des fonctions similaires.
• Conforme toutes politiques et procdures
• Participe de nouvelles initiatives sur demande
• Assume dautres tches et responsabilits selon les besoins.
• Participation aux activits bnvoles de Xylem Watermark

Qualifications :

• Capacit communiquer de manire efficace oralement et par crit en franais et en anglais.
• Baccalaurat ou trois annes ou plus dexprience pertinente
• Disposition et capacit offrir un soutien la clientle suprieur en tout temps
• Exprience des outils de gestion de la relation client de configuration de prix des devis et/ou des logiciels de gestion intgres (ERP).
• Capacit travailler indpendamment
• Capacit travailler avec diffrents employs et clients
• Aptitude technique
• Matrise de Microsoft Office (MS Word Excel Outlook et Access)
• Passionn par le service et le soutien : cherche obtenir des rsultats suprieurs au sein dune quipe nergique.
• Dmontrer des capacits de base en rsolution de problmes associes un dsir dassumer des responsabilits.
• Excellentes aptitudes pour le travail dquipe grand sens de lorganisation et capacit mener plusieurs tches
• Entreprendre et confiance en soi avec la capacit dtablir des priorits et de se grer soimme pour faire avancer les choses avec un minimum de surveillance.

Qualification prfres :

• Exprience en saisie de commandes prfres.
• Exprience avec les outils de gestion de la relation client (CRM) de Salesforce et Select Configure Price Quote (SCPQ).
• Exprience dans le soutien de projets dingnierie depuis le devis/loffre jusqu la livraison et la facturation de la commande.
• Exprience damlioration continue de pratiques Lean de cartographie de la chane de valeur et dlimination des dchets.

English Version

WereHiringforaCustomer Service Specialist!

If you are excited and passionate about helping#LetsSolveWater consider joiningour team today!Xylem Inc.is a leading global water technology companyservicing more than 150 countries and isdedicated to solving the worlds most challenging water issues.We are looking for individuals to joinour mission byexceedingcustomer expectations throughsmart sustainable solutions.At Xylem youwill have the opportunitytosolvewaterbyparticipatingin ourpaidVolunteer ProgramXylem Watermark!

THE ROLE:The Customer Support Specialist will be responsible for providing a variety of order processing and sales related support to both internal and external customers. This position works as part of a regional team that supports a geographic territory. Expectation is to provide legendary customer service which includes prompt and thorough responses to customer inquiries while maintaining 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:Toperform 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. Orders may range from offtheshelf quick ship to more complex longer cycle projects. Responsible for proactive thorough follow up on order backlog to ensure order details are current. Provides timely communications on order status and changes to relevant parties. May coordinate and meet with other departments regarding order status shipping dates prices product availability and back orders. Maintains virtual customer files with sales contracts and other information.
• Managing Projects
• Customer Billing Resolution: Investigates and resolves billing issues related to customer disputes as relayed from A/R collections team.
• Sales Support: Provide price & availability formal quotations and other pre and post order support functions.
• Perform backup coverage within specific team and across other teams of similar function.
• Comply with all established policies and procedures.
• Participate in new initiatives as requested.
• Assume other duties and responsibilities as required.
• Participation in Xylem Watermark volunteer activities

QUALIFICATIONS:

• Excellent written and oral communication skills in English and French
• Bachelors degree or 3 years of relevant experience
• Legendary customer service skills; an unwavering passion for taking care of the customer.
• Experience with Enterprise Resource Planning (ERP) tool
• Experience with managing projects
• Ability to work independently.
• Strong & respectful collaborative skills and business acumen
• Ability to work with a diverse workforce and customer base in a matrixed organization.
• Technical aptitude
• Proficient in Microsoft Office
• Passionate about service and support and seeks to achieve extraordinary results as part of a highenergy team.
• Demonstrate basic problemsolving abilities coupled with a desire to take in responsibility.
• Confident selfstarter with ability to prioritize and manage yourself to get things done with minimal oversight.

Preferred Qualifications:

• Order entry (Customer Service) experience preferred.
• Experience with Salesforce Customer Relationship Management (CRM) and Select Configure Price Quote (SCPQ) tools
• Experience with supporting engineered projects from quote/bid to order delivery and invoicing
• Continuous improvement lean practices value stream mapping and waste elimination experience

At Xylem we offer a competitive compensation package with a generous benefit package including Medical Dental Vision plans retirement investment plans 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 employmenton the basis ofrace color religionsexor sexual orientation (including pregnancy and gender identity) national origin political affiliation marital status medical conditions or disability genetic information age or other nonmerit factors.

Disclaimer: The information listed within this job description is designed toindicatethe general nature of work expected for this position and shall not be viewed as a comprehensive inventory of all duties responsibilities and qualificationsrequiredin this position.Employees must be able to perform the essential functions of the position satisfactorily and ifrequested reasonableaccommodationswill be made to enable employees with disabilities to perform the essential functions of their job absent undue hardship.Xylem reserves the right tomodifythis job description or assign other duties to this position as needed.

Join the global Xylem team to be a part of innovative technology solutions transforming water usage conservation and reuse. 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 inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.