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Technical Customer Service Representative

3 months ago

Morton Grove, United States Sensus Full time

Xylem (XYL) is a leading global water technology company committed to developing innovative technology solutions to the world’s water challenges. The Company’s products and services move, treat, analyze, monitor and return water to the environment in public utility, industrial, residential and commercial building services settings. Xylem also provides a leading portfolio of smart metering, network technologies and advanced infrastructure analytics solutions for water, electric and gas utilities. The Company’s more than 16,500 employees bring broad applications expertise with a strong focus on identifying comprehensive, sustainable solutions. Headquartered in Rye Brook, New York with 2017 revenue of $4.7 billion, Xylem does business in more than 150 countries through a number of market-leading product brands.

The name Xylem is derived from classical Greek and is the tissue that transports water in plants, highlighting the engineering efficiency of our water-centric business by linking it with the best water transportation of all – that which occurs in nature. For more information, please visit us at www.xylem.com.

THE ROLE: Xylem seeks to hire a Technical Customer Service Representative. This role will be based out of the Morton Grove, IL Office.

ESSENTIAL DUTIES/PRINCIPAL RESPONSIBILITIES:

  • Receives order input and ascertains product specification, clarifies customer order language condensing where possible and verifies product construction. Coordinates with Engineering and Marketing teams to successfully process Engineered To Order/Configured To Order product. Refers special product orders to the cross functional departments for pricing and special construction details.
  • Edits customer orders with special construction requirements assigning various code numbers for statistical tabulation and commodity identification. Indicates method of shipment, tag information and product/parts pricing.
  • Quotes lead time and pricing on product/parts. Process orders in the ERP system. Coordinates with cross functional teams for timely acknowledgement and shipment of customer orders.
  • Communicates with customers through verbal, written and personal contact regarding order status, delivery concerns and complaints such as material shortages, incorrect shipments, lost material, incorrect pricing and product availability.  Pro-actively interfaces with internal departments for resolution.
  • Generates inter-departmental inquiries through e-mail and face-to-face interactions regarding order delinquencies.  This may require requests to expedite product as needed.
  • Evaluates stock product availability by analyzing customer backlog status with respect to acknowledged shipping schedules.  
  • Enters customer inquiries generating service requests and activities, actively following up to resolve customer inquiry.
  • A dynamic problem solver when unexpected problems arise, being able to adjust to the situation and provide a fast accurate solution with a customer service mindset.
  • Other duties as assigned by Customer Service Supervisor and/or Manager.

MINIMUM QUALIFICATIONS: EDUCATION, EXPERIENCE, SKILLS, ABILITIES, LICENSE/CERTIFICATION:

  • Minimum of 4-5 years of mechanical manufacturing experience within an engineering Customer Service environment preferably in a technical product line.  B2B preferred.  2 year Technical Degree/Certification required. BS Mechanical Engineering preferred.
  • Minimum of 4-5 years of manufacturing experience within an engineering Customer Service environment preferably in a technical product line. 
  • Must have a working knowledge of commercial pumps. HVAC products or HVAC systems, B2B customer service mindset and a general understanding of logistics.
  • Demonstrated customer relationship experience within engineering.
  • 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 (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.

PHYSICAL DEMANDS:

(The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

  • Light lifting (20-25 lbs.), office environment
  • Regularly required to sit or stand, reach, bend and move about the facility

WORK ENVIRONMENT:

(The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

  • Office: Standard office equipment; work usually performed in an office setting free from any disagreeable elements.
  • Standard weekly job hours: 40 hours

EOE/FEMALES/MINORITIES/PROTECTED VETERANS/DISABLED