Sr. Customer Support Coordinator

Xylem•Sanford, FL

About The Position

The Sr. Customer Support Coordinator combines project coordination and customer support, overseeing projects from quotation and order entry through manufacturing, delivery, commissioning, invoicing, and closeout. The role maintains customer communication, manages project schedules, coordinates technical documentation, supports order management, and helps ensure timely project delivery that meets customer expectations. It serves as a primary point of contact for customers, sales teams, suppliers, and internal departments, coordinating across functions to resolve issues and meet project requirements.

Requirements

At least 3 years of experience in project coordination, customer support, order management, account management, or a related role.
Strong customer service orientation and relationship-building skills.
Excellent verbal and written communication skills.
Strong project coordination and organizational abilities.
Ability to manage multiple priorities simultaneously.
Proactive, solutions-oriented mindset and strong attention to detail.
Business and commercial acumen.
Problem-solving and conflict resolution skills.
Technical aptitude and ability to understand engineering documentation.
Ability to collaborate effectively across departments and with external customers.
Strong prioritization and time management skills.
Comfort communicating difficult information to customers and stakeholders when required.
Strong proficiency with Microsoft Office Suite.
Ability to work independently while collaborating effectively within cross-functional teams.

Nice To Haves

Associate's or Bachelor's degree in Business, Engineering, Supply Chain, or a related field.
Experience supporting engineered products, manufacturing, industrial, municipal, utility, water, or wastewater industries.
Experience working with customer orders, quotations, invoicing, and project documentation.
Experience with ERP, CRM, or project management software such as SAP, Salesforce, AS400, or similar systems.
Ability to interpret technical drawings, specifications, and project documentation.

Responsibilities

Review contracts, specifications, plans, purchase orders, and related documents to understand project requirements and communicate them to internal stakeholders.
Coordinate project execution from order receipt through completion, including timelines, deliverables, documentation, manufacturing milestones, and customer communications.
Process and manage customer orders, ensuring accuracy, pricing validation, commercial compliance, and timely entry into company systems.
Host project kickoff meetings and align internal teams on scope, schedule, deliverables, and customer expectations.
Monitor project schedules and communicate status, risks, delays, and milestones to customers and internal stakeholders.
Coordinate shipping, delivery, invoicing, startup, commissioning, and project closeout.
Serve as the primary contact for customers, sales teams, suppliers, and internal departments throughout the order and project lifecycle.
Respond promptly, professionally, and thoroughly to customer inquiries.
Maintain customer communications about order status, project schedules, delivery commitments, and issue resolution.
Investigate and help resolve customer concerns related to billing, delivery, documentation, or project execution.
Maintain accurate customer records, contracts, quotations, project documentation, and correspondence in company systems.
Coordinate the preparation, review, and submission of technical documentation, data packages, drawings, submittals, O&M manuals, and other customer deliverables.
Work with Engineering, Operations, Procurement, Supply Chain, and Sales to meet project requirements.
Coordinate with vendors and suppliers to validate product availability, schedules, pricing, and compliance with project specifications.
Help identify project risks, develop solutions, and escalate issues as needed to maintain customer satisfaction and project success.
Support quotation activities, price and availability requests, and other pre- and post-order sales support.
Participate in process improvement initiatives to enhance customer experience, project execution, and operational efficiency.
Support special projects and perform additional duties as assigned.