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 schedules, coordinates technical documentation, supports order management, and helps ensure timely project delivery that meets customer expectations. The coordinator reviews project documents and requirements, manages customer orders and project activities, and aligns internal teams through kickoff meetings and ongoing status updates. The role serves as a primary contact for customers, sales teams, suppliers, and internal departments; responds to inquiries; and helps resolve issues involving billing, delivery, documentation, or project execution. The position coordinates technical deliverables and works cross-functionally with Engineering, Operations, Procurement, Supply Chain, and Sales. It also supports quotations and sales activities, identifies and escalates project risks, and participates in process improvements and special projects.

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, including the ability to manage multiple priorities.
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 or the 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 project documents to understand 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 project scope, schedules, deliverables, and customer expectations.
Monitor project schedules and proactively communicate status, risks, delays, and milestones to customers and internal stakeholders.
Coordinate shipping, delivery, invoicing, startup, commissioning, and project closeout activities.
Serve as the primary point of contact for customers, sales teams, suppliers, and internal departments throughout the order and project lifecycle.
Respond promptly and professionally to customer inquiries and maintain communications about order status, schedules, delivery commitments, and issue resolution.
Investigate and help resolve customer concerns involving billing, delivery, documentation, or project execution.
Maintain accurate customer records, contracts, quotations, project documentation, and correspondence in company systems.
Coordinate preparation, review, and submission of technical documentation, data packages, drawings, submittals, O&M manuals, and customer deliverables.
Collaborate 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.
Identify project risks, develop solutions, and escalate issues when necessary to support 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 and support special projects and additional duties as assigned.