Customer Support Specialist

Xylem•Antioch, CA

2d•Onsite

About The Position

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 covering Central to West U.S. 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.

Requirements

High School Diploma or Equivalent
2+ years of experience in order management, billing, sales support, or related experience
Experience in A/R preferred
Legendary customer service skills; an unwavering passion for taking care of the customer.
Experience with Enterprise Resource Planning (ERP) tool
Excellent communication skills (written and verbal)
Ability to work independently.
Strong & respectful collaborative skills and business acumen
Ability to work with diverse workforce and customer base in a matrixed organization.
Technical aptitude
Proficient in Microsoft Office

Nice To Haves

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

Responsibilities

Processes orders for products and/or services from sales staff or direct customer contact.
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.
Investigates and resolves billing issues related to customer disputes as relayed from A/R collections team.
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