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Company name : Xylem
Location : Bridgeport, NJ 08014
Position : Customer Support Coordinator
1) The tissue in plants that brings water upward from the roots;
2) a leading global water technology company.
Xylem, a leading global water technology company dedicated to solving the world’s most challenging water issues, is the leading global provider of efficient, innovative and sustainable water technologies improving the way water is used, managed, conserved and re-used. Our international team is unified in a common purpose: creating advanced technology and other trusted solutions to solve the world’s water challenges. We are committed to creating an organization of inclusion and diversity, where everyone feels involved, respected, valued and connected, and where everyone is free to bring their authentic selves and ideas.
If you are excited and passionate about helping us #letssolvewater, we want to hear from you!
The Role: The Customer Support Coordinator position provides a variety of order processing and sales related support to both internal and external customers. This position works as part of a Northeast U.S. regional team. Expectation is to provide legendary customer service which includes prompt and thorough responses to customer inquiries while maintaining a positive, empathetic and professional attitude toward customers at all times.
Essential Duties/Principal Responsibilities:
Processes rental and sale orders for products and/or services from sales staff or direct customer contact. Orders may range from off-the-shelf quick ship to more complex projects. Responsible for proactive, thorough follow up on order backlog to ensure order details are current. Provides timely communications on order status and changes to relevant parties. May coordinate and meet with other departments regarding order status, shipping dates, prices, product availability and back orders. Maintains virtual customer files with rental/sales contracts and other information.
Assist in the management of bids to apprise sales department of pre-bids and due dates
Investigates and resolves billing issues related to customer disputes as relayed from A/R collections team. Responsible for submitting rental, sale, field service and work orders for invoicing.
Provide price & availability, formal quotations and other pre and post order support functions.
Perform backup coverage within specific team and across other teams of similar function.
Work within a virtual team environment to provide heavy commercial support up to and including all aspects of order execution and follow up utilizing available quotation and Enterprise Resource Planning (ERP) tools. Communicate with related internal and external customer and vendor contacts.
Maintain continual communication with virtual team to ensure workflow is maintained and both internal and external customer expectations are met.
Create legendary customer service experiences for internal and external customers.
Participate in special projects to create best practices, improve processes, create training tools or to support Xylem initiatives as determined and conduct related presentations or training sessions.
Comply with all established policies and procedures.
Participate in new initiatives as requested
Assume other duties and responsibilities as required
Participation in Xylem Watermark volunteer activities
Minimum Qualifications: Education, Experience, Skills, Abilities, License/Certification:
Bachelor’s degree or 5+ years of relevant experience
Legendary customer service skills; an unwavering passion for taking care of the customer
Excellent communication skills (written and verbal)
Ability to work independently
Strong & respectful collaborative skills and business acumen
Ability to work with diverse workforce and customer base in a matrixed organization
Proficient in Microsoft Office
Experience with Salesforce.com Customer Relationship Management (CRM) and/or Enterprise Resource Planning (ERP) tools
Experience with supporting engineered projects from quote/bid to order delivery and invoicing
Prior experience in industrial, construction or municipal environments
Continuous improvement, lean practices, value stream mapping and waste elimination experience
We Offer You More Than Just “A Job”
Professional Development – To advance the capabilities of our people, we offer a wide variety of experiences to support our employees’ professional growth and continuous learning.
Total Rewards – We offer comprehensive programs for compensation, benefits, recognition, learning and development, work-life integration and corporate citizenship.
Watermark – Watermark is our corporate social responsibility program working to provide education and access to safe water to ensure healthy lives, gender equality, and resilient communities. Employees have the opportunity to learn and volunteer on various water-related projects.
Employee Networks – Our Employee Networks provide a professional, supportive network for employees from diverse backgrounds, including Women’s, LGBT+ and Allies, Veteran’s, People of Color and Allies, Hispanic Origin & Latin Affinity, Emerging Leaders, Working Parents Networks and Non-Native English Speakers and Allies.
Physical Demands/Work Environment:
(The physical demands and work environment described here are representative of those an employee encounters and must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
Business Office Environment that includes laptop and standard office equipment; work performed in a remote setting
Remote: work usually performed in a virtual office setting free from any disagreeable elements.
Standard weekly job hours: 40 hours
Travel as needed or required by the company
Xylem is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
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