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:
  • Enquiry – engage in Discovery with customers, understand application needs. Provide direct advise and support to customers. Promote rental and service, spare parts and project solutions, as applicable.
  • 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.
• Handles and directs enquiries from customers via phone, email, and website. Occasionally host or visit customers in person to further relationships with Key Accounts.
• 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.
• Consult with product and application specialists on complex customer technical requests.
• 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
• Further depth of knowledge and expertise on different products/applications.
• 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

Technical aptitude is required. Moderate product and applications knowledge should be gained in role to enable rapid responsiveness, accurate processing, and customer satisfaction. Employees should embrace learning about our customers and the markets they serve.

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
• Competency in using ERPs, CRM software, and other applications.
• 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 Relationships

Sales Competencies: Customer/Partner Responsiveness

Sales Competencies: Capture Planning & Sales Execution

Operations Framework: Data & Planning

Operations Framework: Financial Results

Operations Framework: Driving Change

LOCALLY REQUIRED INFORMATION

Some travel may be required for training & development, and customer interaction.

Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of diversity, equity and inclusion in driving innovation and allowing us to compete more effectively around the world.