Customer Support Associate
Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact. The Customer Support Associate is responsible for providing order processing and sales-related support, serving as a key point of contact for customer inquiries and ensuring accurate order processing.
Responsibilities
- Accurately process product and service orders received from the sales team or directly from customers
- Proactively monitor and update the order backlog to ensure all order details remain current and accurate
- Deliver timely updates on order status, changes, and issues to all relevant stakeholders
- Collaborate with internal departments to review order status, shipping timelines, pricing, product availability, and backorder situations
- Coordinate with operations and shipping teams to ensure customer requests are met in a timely manner
- Maintain organized digital customer files, including purchase orders, change notices, and related documents
- Investigate and resolve customer billing inquiries or disputes referred by the accounts receivable or collections team
- Work closely with the sales team to ensure customer needs are understood and met
- Listen and understand customer inquiries to provide accurate and timely information
- Research and troubleshoot complex issues
- Communicate effectively and professionally with customers
- Precisely enter and process customer orders, verifying order details, pricing, and shipping information
- Update and maintain customer accounts with accurate information
- Respond to account inquiries, making necessary changes or updates
- Keep detailed records of customer interactions and transactions
- Work with other departments to resolve customer issues efficiently
- Share feedback and suggestions to improve the customer experience
- Participate actively in training and development programs to enhance customer service skills
- Stay up-to-date on company products, services, and policies to provide accurate information to customers
- Commit to lifelong learning and staying informed on industry trends and best practices
- Contribute effectively to team goals and leverage diverse perspectives for better solutions
- Set and maintain high performance standards, focusing on achieving objectives efficiently and effectively
Skills
- High school diploma or GED required
- Experience in customer service or sales principles and practices
- Strong analytical and problem-solving skills
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)
- Excellent written and verbal communication skills
- Ability to work collaboratively in a team environment
- Strong attention to detail and organizational skills
- Ability to manage multiple tasks and prioritize effectively
- Degree in Marketing or a related field preferred
- Equivalent work experience
Benefits
- Paid parental leave, maternity support, and fertility benefits
- Flexibility and hybrid work options where applicable
- Health, dental, and vision insurance from day one
- Emotional health and wellness programs and Volunteer program (Watermark)
- Paid time off (PTO)/Flexible time off (FTO) and paid holidays
- Career development, advancement, tuition reimbursement, and student loan forgiveness
- Generous retirement savings plan with company contribution
- Employee recognition and discount programs
Company Overview
Company H1B Sponsorship