Customer Service Representative

Xylem•Yellow Springs, OH

9d•Hybrid

About The Position

The role of the Customer Service Representative is crucial to ensuring an elevated customer experience and seamless order coordination within the Customer Success team. This position plays a vital role in ensuring order accuracy and efficiency with collaboration between customer, sales teams, logistics and operations. This is a hybrid role with 2 days a week working in the office and 3 days from home, after the initial training period.

Requirements

High school diploma or GED required
2+ years' experience in fast paced global customer service environment
Microsoft Office and knowledge or order processing software and workflows
Experience working with Export processes.
Outstanding written and verbal communications with a desire to delight the customer!
Have a mindset of process improvement with an eye towards efficiency and innovation.
Able to effectively communicate both verbally and in writing
Strong interpersonal skills that allow one to work effectively in a diverse working environment
Strong time management skills required, including ability to prioritize customer issues and resolve with positive outcomes

Nice To Haves

Bachelor's degree in business administration or equivalent experience preferred
Prefer experience with Oracle 11i software system or SAP CRM experience a plus

Responsibilities

Provide service and support to customer and YSI locations worldwide
Process orders, received via e-mail, phone, EDI and eCommerce
Order management, communicating with Product lead Teams.
Engage with customers to clarify order details, provide order updates, and resolve issues
Process RMA’s, credits, restocking fees for product returns
Coordinate and respond to customer requests for information involving other internal departments such as accounting, shipping, planning/scheduling and technical support
Collaborate cross-functionally to streamline order processing and order fulfillment