Branch Operations Specialist

Xylem•Indianapolis, IN

2d•Onsite

About The Position

The Branch Operations Specialist plays a pivotal role at the center of branch success—serving as the operational backbone that connects customers, technicians, sales, and logistics. This role goes beyond transactional administration. You will directly influence customer satisfaction, revenue accuracy, technician productivity, and contract integrity by ensuring orders, billing, documentation, and service workflows are executed flawlessly. This position supports multiple business units and is essential to maintaining compliance, operational rhythm, and a high‑impact customer experience.

Requirements

High school diploma or equivalent
2+ years of relevant experience in branch operations, order management, customer service, dispatching, or logistics.
Experience with ERP systems (ServiceMax or SAP experience preferred)
Proficiency with Microsoft Office tools (Outlook, Word, Excel, PowerPoint).
Demonstrated experience with order entry, parts ordering, billing, invoicing, and contract administration.
Strong customer service skills with the ability to confidently manage complex, non‑routine requests.
Ability to coordinate scheduling, shipments, and service logistics across multiple stakeholders.
Excellent organizational skills and attention to detail in fast‑paced environments.
Strong problem‑solving skills with the ability to troubleshoot logical and process‑driven issues.
Effective communicator, able to collaborate across service, sales, operations, and leadership.
Comfortable executing tasks with moderate autonomy while seeking guidance for complex issues.
Solid understanding of general business concepts, service operations, and operational workflows.

Responsibilities

Serve as the first point of contact for inbound phone calls, online inquiries, and customer walk‑ins.
Process customer requests including rental quotes, order placement, contract updates, and service coordination via phone, email, or in person.
Resolve customer administrative issues related to contracts, billing, invoicing, and payment processing with urgency and accuracy.
Answer standard and non‑routine product questions, escalating to Sales or Service when appropriate.
Enter and manage orders, rentals, parts, and service requests in ERP systems (ServiceMax, SAP, and related tools).
Ensure agreements, freight terms, pricing, and billing details are accurately applied per customer contracts.
Manage contract maintenance activities including renewals, auto‑renew reviews, simple configuration changes, and purchase order updates.
Obtain, validate, and maintain customer forms of payment to enable timely service execution and billing.
Ensure labor time entries, part numbers, and service operations are correctly captured for accurate invoicing.
Coordinate technician scheduling, equipment rentals, deliveries, and product pick‑ups.
Prepare required documentation and paperwork for customer sign‑off.
Support Service Shop Technicians by generating work orders and ensuring required parts are available for repairs.
Coordinate shipments and deliveries across multiple sites and customer locations.
Document and follow defined process flows to support operational consistency and audit readiness.
Compile and support branch performance metrics and reporting.
Partner with Branch Managers and Service teams to ensure customer commitments are met on time.
Ensure technician safety credentials and required training documentation are current and compliant.
Promote and maintain a safe working environment and strong safety culture.
Demonstrate Xylem’s high‑impact culture through accountability, innovation, collaboration, and empowerment.
Work effectively within a team environment while maintaining the ability to operate independently with moderate autonomy.
Execute responsibilities in alignment with Xylem’s Delegation of Authority (DOA) policy.