Xylem Technical Customer Service Representative in Morton Grove, Illinois
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 a Technical Customer Service Representative to join our America’s Commercial Team in the Customer Service department. The Customer Service Representative will liaise with customers, schedule product shipments, edit and manage customer orders, coordinate inquiries with internal departments, as well as provide general assistance to the Customer Service Supervisor and Manager. The CSR should have previous customer service experience, excellent communication skills; working proficiency of a CRM system is preferred. This role will be based out of the Morton Grove, IL office.
Receives order input and ascertains product specification, clarifies customer order language condensing where possible and verifies product construction. Refers special product orders to proper department for pricing and special construction details.
Edits customer orders and assigns codes for statistical tabulation and commodity identification. Defines method of shipment, tag information and product pricing.
Performs on-line entry of customer orders for standard product in Merit OE system. Enters orders via Merit, eLogia and ESP-REP for Domestic and all other BTO and engineered-to-order product.
Communicates with customers through verbal, written and personal contact concerning delivery issues and complaints such as material shortages, incorrect shipments, lost material, incorrect pricing and product availability. Interfaces with necessary departments to effect solutions.
Maintains on-line customer information and customer order database including addresses, ship dates, product, quantity, price, routing, tagging, order additions and cancellations.
Generates inter-departmental inquiries regarding availability of delinquent BTO product and requests to expedite product.
Evaluates stock product availability by analyzing customer backlog status with respect to acknowledged shipping schedules, commodity in stock and stock out positions.
Other duties as assigned by Customer Service Supervisor or Manager
The Customer Service Representative will also:
Deliver results. A CSR possesses the ability to build collaborative relationships with customers, team members and other departments to consistently meet customer needs and concerns. They stay focused, achieve goals and are motivated by timely outcomes.
Build through teamwork. A CSR acts as liaison between the customer and the facility. The CSR establishes good interpersonal relationships to further effective communication with other departments and deliver results quickly and satisfactorily.
Lead with Character. A CSR leads by example and is always honest, credible and trustworthy. They keep their word and follow through on commitments.
Inspire Commitment. The CSR is a facilitator who is able to motivate others toward common goals. They help people feel valued, appreciated and included, and in the process, gain the commitment of others.
Create the Future. The CSR provides appropriate training and guidance to team members where necessary. They are continually learning and working toward self-improvement. They are unafraid to drive changes that ensure improvements to work tasks.
Must have a working knowledge of order processing and marketing policies and procedures. Should also have a basic knowledge of products, customers, pricing and traffic.
Minimum of 3 years customer service experience in a technical product line, B2B preferred
Two (2) years of college or technical schooling or five (5) years’ experience in a technical position.
Demonstrated customer advocacy skills
Technical aptitude & solid math skills
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 (Siebel, 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
Xylem offers an exceptional employment package with competitive compensation and benefits designed to reward performance and enhance your life. If you are a driven and inspired individual looking for an exciting and challenging career opportunity with a world-class business dedicated to solving water, come grow your career with Xylem.