Customer Support Specialist

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. 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.

How Success Is Measured

Delivers customer-first results in a fast-paced environment by owning outcomes end-to-end, making decisions within role authority, meeting commitments with professionalism, and improving performance using data, feedback, and KPIs.

Core Responsibilities & Tasks

• Prepare and process quotes, orders, and changes accurately and on time
• Review customer requirements (approvals, terms, compliance) and maintain complete documentation
• Create supplier purchase orders and coordinate with sourcing/procurement to meet delivery needs
• Monitor backlog, shipments, and issues; communicate status, risks, and next steps proactively
• Partner cross-functionally (finance/credit, billing/AR, operations, logistics, technical) to resolve blockers
• Improve how work gets done by reducing rework, improving cycle time, and elevating customer experience

1. Business & Operational Acumen

Executes core processes with speed, accuracy, and sound business judgment.

• Uses CRM/ERP efficiently; maintains clean, reliable data
• Anticipates impacts across pricing, sourcing, inventory, freight, and billing
• Adapts quickly to shifting priorities while maintaining quality

2. Compliance & Risk Management

Follows controls and documentation standards while supporting customer needs with urgency.

• Validates customer requirements and purchase documents; balances speed with accuracy
• Maintains complete, accurate supporting documentation per process
• Consistently follows required controls to reduce financial and operational risk

3. Customer Focus & Relationship Support

Demonstrates a customer-first mindset by prioritizing responsiveness, clarity, and follow-through to protect trust, meet commitments, and deliver a consistently strong customer experience.

• Responds quickly and professionally via phone/email
• Sets expectations with proactive, clear updates on status, risks, and next steps
• Uses feedback and trends to improve the customer and partner experience

4. Collaboration & Cross-Functional Partnership

Aligns across teams to remove blockers and meet customer commitments.

• Coordinates with sales, operations, finance, sourcing, operations, logistics, billing/AR, and technical teams to keep work moving
• Resolves within role authority; escalates early with context and recommended options
• Communicates handoffs, timelines, and priority changes clearly

5. Execution & Accountability

Demonstrates empowered ownership, reliability, and follow-through, delivering quality results in a fast-paced environment and meeting commitments to customers and business partners.

• Manages multiple priorities and deadlines in a fast-changing environment
• Owns open items end-to-end; follows through until resolved
• Delivers accurate, timely work and tracks performance against KPIs (cycle time, on-time fulfillment, backlog, documentation accuracy)
• Maintains reliable attendance and follows time-off/notification procedures

6. Professional Effectiveness & Growth Mindset

Demonstrates professionalism, accountability, and a growth mindset consistent with a Fortune 500 environment.

• Takes initiative, works independently, and is accountable for outcomes
• Models Fortune 500 professionalism: clear communication, discretion, respect, and composure under pressure
• Improves continuously: uses data/KPIs and feedback to strengthen processes and customer experience

The estimated pay range for this position is $25 to $28 an hour. Starting pay is dependent on multiple factors, such as skills, experience and work location. At Xylem we offer a competitive compensation package with a generous benefit package, including Medical, Dental, Vision plans, 401(k) with company contribution, paid time off, paid parental leave and tuition reimbursement.

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 inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.

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 Affirmative Action workplace, Xylem fosters an inclusive environment free from discrimination or harassment.

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! #XylemCareers #GlobalImpact #WaterInnovation