Customer Support Specialist

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 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.

Principales tâches et responsabilités : 

• Gestion des commandes : Traite les commandes de produits et/ou de services provenant du personnel des ventes ou directement des clients. Tient à jour les dossiers des clients en y consignant les contrats de vente et d’autres renseignements. Donne des propositions de prix, remplit les bons de commande et vérifie le prix et la quantité de chaque article énuméré. Distribue les bons de commande aux services respectifs. Peut coordonner son action avec celle d’autres services en ce qui a trait à l’état des commandes, aux dates d’expédition, aux prix, à la disponibilité des produits et aux ruptures de stocks.
• Résolution des problèmes de facturation des clients : Examine et analyse les problèmes de facturation des clients et des sociétés ainsi que les plaintes déposées contre l’entreprise, mène les négociations avec l’autre partie, les résout, les documente et en rédige le compte rendu. Trouve des solutions pour résoudre les problèmes de facturation et présente aux clients les options de règlement les mieux adaptées. Négocie et autorise les règlements à l’intérieur des limites établies et ajuste les comptes des clients.
• Soutien de ventes : Fournir les prix, la disponibilité, les devis formels et d’autres fonctions de soutien avant et après vente
• Effectue une couverture de sauvegarde au sein d’une équipe spécifique et entre d’autres équipes ayant des fonctions similaires.
• Conforme à toutes politiques et procédures
• Participe à de nouvelles initiatives sur demande
• Assume d’autres tâches et responsabilités selon les besoins.
• Participation aux activités bénévoles de Xylem Watermark

Qualifications :

• Capacité à communiquer de manière efficace oralement et par écrit en français et en anglais.
• Baccalauréat ou trois années ou plus d’expérience pertinente
• Disposition et capacité à offrir un soutien à la clientèle supérieur en tout temps
• Expérience des outils de gestion de la relation client, de configuration de prix des devis et/ou des logiciels de gestion intégrées (ERP).
• Capacité à travailler indépendamment
• Capacité à travailler avec différents employés et clients
• Aptitude technique
• Maîtrise de Microsoft Office (MS Word, Excel, Outlook et Access)
• Passionné par le service et le soutien : cherche à obtenir des résultats supérieurs au sein d’une équipe énergique.
• Démontrer des capacités de base en résolution de problèmes, associées à un désir d’assumer des responsabilités.
• Excellentes aptitudes pour le travail d’équipe, grand sens de l’organisation et capacité à mener plusieurs tâches
• Entreprendre et confiance en soi, avec la capacité d’établir des priorités et de se gérer soi-même pour faire avancer les choses avec un minimum de surveillance.

Qualification préférées :

• Expérience en saisie de commandes préférées.
• Expérience avec les outils de gestion de la relation client (CRM) de Salesforce.com et Select Configure Price Quote (SCPQ).
• Expérience dans le soutien de projets d’ingénierie, depuis le devis/l’offre jusqu’à la livraison et la facturation de la commande.
• Expérience d’amélioration continue, de pratiques Lean, de cartographie de la chaîne de valeur et d’élimination des déchets.

English Version

We’re Hiring for a Customer Service Specialist! 

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 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: 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. Orders may range from off-the-shelf 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
• Bachelor’s 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 high-energy team.
• Demonstrate basic problem-solving abilities, coupled with a desire to take in responsibility.
• Confident self-starter 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.com 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 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. 

Disclaimer: The information listed within this job description is designed to indicate the general nature of work expected for this position and shall not be viewed as a comprehensive inventory of all duties, responsibilities, and qualifications required in this position. Employees must be able to perform the essential functions of the position satisfactorily and if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job absent undue hardship. Xylem reserves the right to modify this 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 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 inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.

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