Customer Service Specialist

6 months ago

Kemps Creek, Australia Xylem Full time

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

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