Customer Support Specialist

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

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

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