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Customer Support Specialist

Customer Support Specialist

CompanyXylem
LocationBillings, MT, USA
Salary$25 – $29
TypeFull-Time
DegreesBachelor’s
Experience LevelMid Level, Senior

Requirements

  • Bachelor’s degree or 5+ years of relevant experience
  • Legendary customer service skills; an unwavering passion for taking care of the customer
  • Excellent communication skills (written and verbal)
  • Experience with Enterprise Resource Planning (ERP) tool
  • 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

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

Preferred Qualifications

  • 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