Customer Service Specialist
5 months ago
Join Xylem in the global mission to #LetsSolveWater As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.
ACCOUNTABILITIES
Strengthen Customer Experience
- Own the enquiry to delivery process, supporting sales colleagues operationally:
- Quote - prepare and present accurate quotes, executing in Salesforce and DAR (Discount Approvals Request) in accordance with Xylem’s pricing policy
- Order - efficiently and accurately enter all orders including complex orders which may require assembly or accessories.
- Delivery - actively monitor orders and milestone follow-ups. Provide regular updates to customers on delivery status of critical jobs
- Support - follow up post-delivery with key customers.
- Build technical knowledge in targeted areas of expertise which enable rapid, accurate, and high-quality responses for assigned customers.
- Set-up and assist in onboarding new customers in Xylem.
- Manage and resolve customer complaints, disputes, warranty claims, and credits.
Internal Collaboration
- Enter accurate sales orders and purchase orders, coordinate with production and warehouse team on urgent jobs or special delivery requirements.
- Engage proactively in Branch Sales meetings, Financial Flash Calls, and other cross-functional meetings and initiatives.
- Participate in forecasting, pricing changes, reporting, and analysis as required.
- Provide overflow support and leave coverage for other teams.
- Undertake training and provide training which enables operational excellence and process compliance.
Drive Continuous Improvement
- With Customer Service Leadership, implement defined metrics, processes, and best practices which improve service quality to customers (e.g. enquiry response time, quality of response, resolving customer issues)
- Identify and understand areas for customer satisfaction improvement. Influence stakeholders and implement measures to drive improvement
- Propose policies and draft procedures to close identified gaps.
Adherence to Xylem’s safety & quality standards and exhibiting Xylem’s Core values is non-negotiable. Other duties may be assigned by line managers to assist functionality of the branch and/or function.
Success Measures
- Increase NPS Indicator from customers
- Achieve customer focused metrics e.g. enquiry response time, quote conversion rates, quality advice and selections
- Deliver on operational metrics e.g. outstanding credits
IMPACT
The Customer Service & Support roles are a critical interface between Xylem operations and our customers. These roles broadly influences the total customer experience, leading to high impact of the Xylem brand perception, and therefore business results. Authentic care for our customers, problem-solving ability, and a positive attitude is required.
COMMUNICATION
Excellent communication skills are required as the role liaises both internally and externally. They are required to resolve enquiries and concerns in a timely and professional manner. A high level of teamwork and stakeholder management is required.
INNOVATION
The employee is generally operating within established guidelines and only troubleshooting where required to generate Continuous Improvement opportunities. Creativity in problem solving is encouraged but should be reviewed by Customer Service leadership to ensure there is no conflict with compliance to other functional processes.
KNOWLEDGE
RISK
Nil
DECISION MAKING AUTHORITIES
Employees will be able to manage their day to day workload and to make operational decisions to meet business and customer requirements. Any decisions with hard costs must be made according to Xylem’s DOA policies.
KEY RELATIONSHIPS
Internal: Customer Service, Sales, Application Engineers, Product & Applications Managers, Supply Chain, Warehouse, Credit Team, and Service & Rental teams.
External: Customers and Suppliers
REQUIRED SKILLS / EDUCATION / QUALIFICATIONS
Must have:
- Technical aptitude or STEM background (Science, Technology, Engineering, Math)
- Excellent interpersonal skills with the ability to successfully communicate with customers.
- Strong cross-functional collaboration skills and working within teams.
- Demonstrated problem-solving capability
- Safety and compliance orientation, process execution excellence
We value:
- Previous experience working in the water industry or a willingness to learn all things water
- Project management skills
- Resourcefulness, Creativity, and a Continuous Improvement mindset
KEY COMPETENCIES
The Customer Service Role sits at an important intersection between Sales and Operations, and so requires capability across both models. Key Customer Service competencies:
Sales Competencies: Developing Customer/Partner Relationsh
-
Customer Service Officer
5 months ago
Kemps Creek, Australia Veritas Recruitment Pty Ltd Full time**Work Type**: - Temporary - Full Time**Work Mode**: - Office**Industry**: - Call Centre & Customer Service**Location**: - Kemps Creek - New South Wales**Salary**: $33.00 - $33.00 Hourly **Reference**: - BH-26521**The Company** Market Leading Service business based in Kemps Creek is seeking an experienced Customer service representative to join their...
-
Customer Service Supervisor
5 months ago
Kemps Creek, Australia GJK Facility Services Full time**Introduction**: BETTER EXPERIENCES, BETTER OUTCOMES It's an exciting time to be joining GJK Facility Services - we have grown significantly over recent years and are transforming for future growth and opportunities to help our customers and people. We are a leading provider of facility services, committed to provider better experiences and better...
-
Maintenance Specialist
3 weeks ago
Kemps Creek, New South Wales, Australia WITRON Service Australia (PTY) Ltd. Full timeAs a key member of the WITRON Service Australia (PTY) Ltd. team, you will play a vital role in the technical operation of automated logistic systems. We are seeking a skilled Maintenance Specialist to join our team in Kemps Creek.Key Responsibilities:Monitor, operate, and maintain automated material handling equipment in a fast-paced production...
-
Customer Service Specialist
7 months ago
Eastern Creek, Australia Xylem Full time**Xylem’s **focus is to be the leading global provider of efficient, innovative and sustainable water technologies. One of the best drivers of innovation is a diverse and inclusive environment. We listen, learn and adapt to local environments, working in partnership with our customers and communities to 'Solve Water'. The **Customer Service Specialist...
-
Cabinet Installation Specialist
1 week ago
Kemps Creek, New South Wales, Australia Winning Services Full timeJob Title: Cabinet Installation SpecialistAbout the Role:We are seeking an experienced Cabinet Installation Specialist to join our team at Winning Services. As a Cabinet Installation Specialist, you will be responsible for delivering and installing kitchen and laundry appliances, as well as customising benchtops and cabinets for new appliances.Key...
-
Customer Service Specialist
2 weeks ago
Pegs Creek, Australia Reece Group Full timeAbout the Role:The Customer Service Specialist will perform a variety of tasks including delivering products to essential service customers, picking and packing orders, and providing exceptional service to customers on the trade counter.Your Key Responsibilities:Handling over-the-counter retail trade sales and customer quotesUndertaking pick, pack,...
-
Administrative Specialist
5 months ago
Kemps Creek, Australia DSV Full timeJob Req Number: 70646 Time Type: Full Time Are you passionate about putting customers first, delivering the best performance, and fostering true collaboration to keep the supply chains flowing? Join us and be a part of DSV’s global family. DSV Air & Sea/Solutions is seeking to hire a skilled and passionate QHSE Specialist in Melbourne. As an...
-
Cabinet Installation Specialist
2 weeks ago
Kemps Creek, New South Wales, Australia Winning Appliances Full timeJob Title: Cabinet Installation SpecialistCompany Overview: At Winning Appliances, we pride ourselves on delivering exceptional customer experiences through our innovative logistics, technology, and luxury retail services.Job Summary: We are seeking a skilled Cabinet Installation Specialist to join our team. As a Cabinet Installation Specialist, you will be...
-
Project Support Specialist
6 days ago
Kemps Creek, New South Wales, Australia Winning Group Full time**Project Support Specialist**We're seeking a skilled professional to join our team as a Project Support Specialist. In this role, you'll handle the entire sales order cycle – from responding to initial enquiries to processing orders, raising purchase orders, and coordinating service calls.**Key Responsibilities**Respond to customer inquiries and provide...
-
Customer Service Consultant- OptiMed
4 weeks ago
Kemps Creek, New South Wales, Australia EssilorLuxottica Group Full timeAbout EssilorLuxottica GroupWe are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. Our company brings together the expertise of two industry pioneers, creating a vertically integrated business that addresses the world's evolving vision needs.About OptiMedOptiMed is an Australian managed wholesaler...
-
Electrical Installation Specialist
3 weeks ago
Kemps Creek, New South Wales, Australia Winning Group Full timeAt Winning Group, we're seeking an experienced Electrical Installation Specialist to join our team. As an Electrical Installation Specialist, you will be responsible for delivering and installing appliances, including electrical connections and wiring, bench cutting, and other general modifications at customers' premises in a timely and professional...
-
Training Specialist
5 months ago
Kemps Creek, Australia Coles Supply Chain Full timeWe’ve been trusted to serve Aussie communities since 1914 and grown to become a top 30-listed on the ASX with 120,000 team members and a portfolio of iconic brands. At Coles Group, you’ll not only get to make a difference to millions of Aussie lives—you’ll also get to see your impact. **About the role**: At Coles, our Distribution Centres play a key...
-
Training Specialist
5 months ago
Kemps Creek, Australia Coles Supply Chain Full timeWe’ve been trusted to serve Aussie communities since 1914 and grown to become a top 30-listed on the ASX with 120,000 team members and a portfolio of iconic brands. At Coles Group, you’ll not only get to make a difference to millions of Aussie lives—you’ll also get to see your impact. **About the role**: At Coles, our Distribution Centres play a key...
-
Warehouse Operations Specialist
2 days ago
Kemps Creek, New South Wales, Australia Winning Group Full timeWarehouse Operations SpecialistAt Winning Group, we're committed to delivering excellence to our customers through our innovative logistics and technology services. As a fourth-generation, family-owned Australian business, we're set apart from our competitors by our passion for improving processes and our dedication to our team members.Job SummaryAs a...
-
Business Support Specialist
5 months ago
Kemps Creek, Australia DSV Full timeJob Req Number: 70344 Time Type: Full Time Are you passionate about putting customers first, delivering the best performance, and fostering true collaboration to keep the supply chains flowing? Join us and be a part of DSV’s global family. DSV Solutions is seeking to hire a skilled and passionate Business Support Specialist in Sydney. As a Business...
-
Project Home Builder Sales Support Specialist
3 weeks ago
Kemps Creek, New South Wales, Australia Winning Appliances Full timeJob Title: Project Home Builder Sales Support SpecialistAbout the Role:We are seeking a highly organized and customer-focused professional to join our team as a Project Home Builder Sales Support Specialist. As a key member of our sales team, you will be responsible for handling the entire sales order cycle, from responding to initial enquiries to processing...
-
Contract Specialist
5 months ago
Kemps Creek, Australia DSV Full timeJob Req Number: 73750 Time Type: Full Time Are you passionate about putting customers first, delivering the best performance, and fostering true collaboration to keep the supply chains flowing? Join us and be a part of DSV’s global family. DSV Solutions is seeking to hire a skilled and passionate Contract Specialist in Kemps Creek, Sydney. The main...
-
Project Specialist
2 months ago
Kemps Creek, Australia Winning Appliances Full time**Company Description** At Winning Group, we pride ourselves on being more than just a run-of-the-mill retail company. We are an award winning experience company, driven by people, science, and our mandate to leave the world a better place. As a fourth-generation, family-owned Australian business, we’re set apart from our competitors by our innovative...
-
Electrical Installation Specialist
2 weeks ago
Kemps Creek, New South Wales, Australia Winning Group Full timeAt Winning Group, we're committed to delivering exceptional customer experiences through our award-winning logistics, technology, and luxury retail services. As a fourth-generation, family-owned Australian business, we're dedicated to excellence in everything we do.The Electrician - Delivery and Installation Specialist plays a critical role in our team,...
-
Cabinet Installation Specialist
3 weeks ago
Kemps Creek, New South Wales, Australia Winning Group Full timeAt Winning Appliances, we're committed to delivering exceptional customer experiences through our team of skilled professionals. As a Cabinet Installation Specialist, you'll play a crucial role in ensuring our customers receive top-notch service and support.Key Responsibilities:Schedule and conduct appliance installations, ensuring timely and efficient...