Senior Customer Service Representative

Xylem ist ein Fortune 500 Wassertechnologieunternehmen mit global 23.000 Mitarbeitenden in über 100 Ländern und einer Mission: unseren Kunden durch innovative Technologielösungen und unser Fachwissen bei der Lösung von Wasserproblemen und
-herausforderungen zu helfen. Wir sind der weltweit führende Anbieter effizienter, innovativer und nachhaltiger Wassertechnologien, die dafür sorgen, dass unser Wasser nachhaltig genutzt, optimal verwaltet, erhalten und wiederverwendet wird.

• Responds promptly to customer inquiries through multiple channels.
• Recognizes sense of urgency and prioritizes orders and requests accordingly.
• Primarily responsible for the processing a higher volume of incoming and outgoing calls for internal & external customers.
• Engages with appropriate intercompany resources.
• Inputs and/or modifies service order requests based on customer need and provides customer confirmation.
• Process customer payments and provide proof of payment to customer.
• Generate and deliver customer specific "service" reports and invoicing as requested.
• Perform tasks in accordance with the standard work document and performance metrics for that given process.
• Supports training of others in their process teams.
• Responsible for overflow work and special projects.
• Ability to document tasks into process flows.
• Deescalating sensitive customer concerns by resolving complex or unusual requests and problems that may require a customized response and communicates solutions or requested information to the customer.
• Supporting implementation of updated processes.
• Provides quality audit reviews as needed.

• Required:
  
  Excellent written and verbal communication skills utilizing multiple channels.
• Strong analytical problem solving and decision-making skills.
• Ability to handle difficult or sensitive situations.
• Excellent time management and organizational skills.
• Working knowledge of Products/Services.
• Demonstrated understanding of Customer Success Collaboration Skillsets to enable support to peers as necessary.
• Ability to multi-task, prioritize, and manage time effectively.
• High level competency in a Field Service and CRM application like (MS Field Service or MS CRM).

At Xylem, you'll not only contribute to solving water issues but also have the chance to make a difference through our paid Volunteer Program, Xylem Watermark. We prioritize our employees' well-being through inclusion and belonging as well as our Employee Resource Groups (ERG).

Proud to be an Equal Employment Opportunity (including disability and veterans) and Aff…

Inklusion und Zugehörigkeit bei Xylem Xylem ist ein Unternehmen, was Chancengleichheit fördert. Alle Entscheidungen werden ohne Rücksicht auf National ität, Hautfarbe, Religion, ethnische Herkunft, Geschlecht, sexuelle Orientierung, Geschlechtsidentität oder
-ausdruck, Alter, Behinderung oder anderer gesetzlich geschützter Merkmale getroffen.

Please note that the information in this job description outlines the general nature of the position and is not an exhaustive list of duties. Xylem is dedicated to providing reasonable accommodations to enable all employees to perform their essential job functions. We reserve the right to modify this job description and assign additional duties as needed.

Embrace the opportunity to be part of Xylem's transformative journey in shaping the future of water technology!