Technical Customer Service Specialist

Job Description

The Role: Xylem seeks a Technical Customer Service Specialist to join our America’s Commercial Team in the Customer Service department. The Customer Service Representative will liaise with customers, edit and manage customer orders, coordinate inquiries with internal departments, as well as provide general assistance to the Customer Service Supervisor and Manager. The Techincal CSS should have previous customer service experience, excellent communication skills; working proficiency of a CRM system is preferred. This role will be based out of the Guelph, ON office.

Essential Functions:

• Receives order input and ascertains product specification, clarifies customer order language condensing where possible and verifies product construction. Refers special product orders to proper department for pricing and special construction details.
• Edits customer orders and assigns codes for statistical tabulation and commodity identification. Defines method of shipment, tag information and product pricing.
• Performs on-line entry of customer orders for standard product in LN OE system. Enters orders via LN, eLogia and ESP-REP for Domestic and all other BTO and engineered-to-order product.
• Communicates with customers through verbal, written and personal contact concerning delivery issues and complaints such as material shortages, incorrect shipments, lost material, incorrect pricing and product availability. Interfaces with necessary departments to effect solutions.
• Maintains on-line customer information and customer order database including addresses, ship dates, product, quantity, price, routing, tagging, order additions and cancellations.
• Generates inter-departmental inquiries regarding availability of delinquent BTO product and requests to expedite product.
• Evaluates stock product availability by analyzing customer backlog status with respect to acknowledged shipping schedules, commodity in stock and stock out positions.
• Other duties as assigned by Customer Service Supervisor or Manager

The Customer Service Representative will also:

• Deliver results. A CSR possesses the ability to build collaborative relationships with customers, team members and other departments to consistently meet customer needs and concerns. They stay focused, achieve goals and are motivated by timely outcomes.
• Build through teamwork. A CSR acts as liaison between the customer and the facility. The CSR establishes good interpersonal relationships to further effective communication with other departments and deliver results quickly and satisfactorily.
• Lead with Character. A CSR leads by example and is always honest, credible and trustworthy. They keep their word and follow through on commitments.
• Inspire Commitment. The CSR is a facilitator who is able to motivate others toward common goals. They help people feel valued, appreciated and included, and in the process, gain the commitment of others.
• Create the Future. The CSR provides appropriate training and guidance to team members where necessary. They are continually learning and working toward self-improvement. They are unafraid to drive changes that ensure improvements to work tasks.

Experience./Skills/Knowledge Required

Must have a working knowledge of order processing and marketing policies and procedures. Should also have a basic knowledge of products, customers, pricing and traffic.

• Minimum of 3 years customer service experience in a technical product line, B2B preferred
• Two (2) years of college or technical schooling or five (5) years’ experience in a technical position.
• Demonstrated customer advocacy skills
• Technical aptitude & solid math skills
• Ability to self-motivate and work independently
• Comfortable in a fast paced environment welcoming change and growth
• Proficiency in Microsoft Office. Experience working with CRM system (Siebel, Salesforce.com, Microsoft Dynamics) a plus
• Proficiency in second language a plus
• A strong commitment to working with a team, providing excellent customer service, and maintaining
  professionalism is required
• Ability to process a high volume of transactions with proficiency, accuracy and integrity
• Ability to handle multiple tasks simultaneously and prioritize accordingly
• Effective verbal/written communication skills.
• Strong business acumen, organizational, time management skills and attention to detail required

We foster a positive, equitable and progressive workforce and are committed to accommodating applicants with disabilities throughout the hiring process. We will work with applicants requesting accommodation at any stage of this process. If you require any accommodation during the application and hiring process, please contact Human Resources, Christy Walsh at [email protected]. Please note that this contact is for accommodation purposes only. Applications will not be accepted via email.

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