Xylem (XYL) is a leading global water technology company committed to
developing innovative technology solutions to the world’s water
challenges. The Company’s products and services move, treat, analyze,
monitor and return water to the environment in public utility,
industrial, residential and commercial building services settings. Xylem
also provides a leading portfolio of smart metering, network
technologies and advanced infrastructure analytics solutions for water,
electric and gas utilities. The Company’s more than 16,500 employees
bring broad applications expertise with a strong focus on identifying
comprehensive, sustainable solutions. Headquartered in Rye Brook, New
York with 2017 revenue of $4.7 billion, Xylem does business in more than
150 countries through a number of market-leading product brands.
The name Xylem is derived from classical Greek and is the tissue that
transports water in plants, highlighting the engineering efficiency of
our water-centric business by linking it with the best water
transportation of all – that which occurs in nature. For more
information, please visit us at www.xylem.com.
THE ROLE: Xylem seeks to hire a Technical Customer Service
Representative. This role will be based out of the Morton Grove, IL
Office.
ESSENTIAL DUTIES/PRINCIPAL RESPONSIBILITIES:
- Receives order input and ascertains product specification, clarifies
customer order language condensing where possible and verifies
product construction. Coordinates with Engineering and
Marketing teams to successfully process Engineered To
Order/Configured To Order product. Refers special product orders
to the cross functional departments for pricing and special
construction details.
- Edits customer orders with special construction
requirements assigning various code numbers for statistical
tabulation and commodity identification. Indicates method of
shipment, tag information and product/parts pricing.
- Quotes lead time and pricing on product/parts. Process orders in the
ERP system. Coordinates with cross functional teams for timely
acknowledgement and shipment of customer orders.
- Communicates with customers through verbal, written and personal
contact regarding order status, delivery concerns and complaints
such as material shortages, incorrect shipments, lost material,
incorrect pricing and product availability. Pro-actively interfaces
with internal departments for resolution.
- Generates inter-departmental inquiries through e-mail and
face-to-face interactions regarding order delinquencies. This may
require requests to expedite product as needed.
- Evaluates stock product availability by analyzing customer backlog
status with respect to acknowledged shipping schedules.
- Enters customer inquiries generating service requests and
activities, actively following up to resolve customer inquiry.
- A dynamic problem solver when unexpected problems arise, being able
to adjust to the situation and provide a fast accurate solution with
a customer service mindset.
- Other duties as assigned by Customer Service
Supervisor and/or Manager.
MINIMUM QUALIFICATIONS: EDUCATION, EXPERIENCE, SKILLS, ABILITIES,
LICENSE/CERTIFICATION:
- Minimum of 4-5 years of mechanical manufacturing experience within
an engineering Customer Service environment preferably in a
technical product line. B2B preferred. 2 year
Technical Degree/Certification required. BS Mechanical
Engineering preferred.
- Minimum of 4-5 years of manufacturing experience within
an engineering Customer Service environment preferably in a
technical product line.
- Must have a working knowledge of commercial pumps. HVAC products or
HVAC systems, B2B customer service mindset and a general
understanding of logistics.
- Demonstrated customer relationship experience within engineering.
- Ability to self-motivate and work independently
- Comfortable in a fast paced environment welcoming change and growth
- Proficiency in Microsoft Office. Experience working with CRM system
(Salesforce.com, Microsoft Dynamics) a plus
- Proficiency in second language a plus
- A strong commitment to working with a team, providing excellent
customer service, and maintaining
professionalism is required
- Ability to process a high volume of transactions with proficiency,
accuracy and integrity
- Ability to handle multiple tasks simultaneously and prioritize
accordingly
- Effective verbal/written communication skills.
- Strong business acumen, organizational, time management skills and
attention to detail required.
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.)
- Light lifting (20-25 lbs.), office environment
- 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.)
- Office: Standard office equipment; work usually performed in an
office setting free from any disagreeable elements.
- Standard weekly job hours: 40 hours
EOE/FEMALES/MINORITIES/PROTECTED VETERANS/DISABLED