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.
As a Concierge, you will be the primary point of contact for select top customers, ensuring seamless resolution of billing/PO issues and service-related concerns. This role requires exceptional customer service skills, proactive problem-solving, and strong attention to detail.
- Monitor and manage a shared inbox, responding to customer inquiries in a timely and professional manner.
- Address and resolve billing, PO, and service issues for top-tier customers.
- Complete and manage assigned cases in CRM Dynamics, ensuring all issues are tracked and resolved efficiently.
- Update and maintain accurate customer information in CRM Dynamics.
- Collaborate with internal teams, escalating and sharing customer issues for swift resolution.
- Provide high-touch, personalized support to ensure customer satisfaction and retention
- Use Dynamics 365 CRM for interaction tracking, case management, automation, and reporting.
- Conduct deep dives into past-due invoices for specific customers and provide guidance to the collections team.
- Review job packages and SVO/SOR forms to ensure completeness.
- Connect with Sales and customers for clarifications and missing information (e.g., payment terms, service/billing addresses, vendor quotes, etc.).
- Obtain missing approvals and reviews, such as Non-standard Pay Terms approval, Milestone/Progressive Billing approval, Revenue Recognition Checklist review, and Contract Management risk assessments.
- Submit orders through BOT or perform manual review of all parts to confirm their active status, updating them as needed per system instructions.
- Submit part extension requests through PowerApps.
- Create new parts for vendor quotes (for costs $500 and higher or if a new part is needed for a contract).
- Submit applicable orders to the Area District Manager for approval and processing, tracking orders to completion.
- Support individual account restamping for Sales Rep mapping.
- Facilitate new customer setup and support existing customers with various forms for sales or account retention (e.g., W9s, COIs, vendor forms) in collaboration with Contact Us, Area District Managers, and Sales.
- Support data tracking and uploading of AMRs.
- Send reminders to Sales and assist in maintaining accurate sales funnels and opportunity updates.
- Assist Sales with miscellaneous spreadsheets and reports (e.g., Site Profs, conductivity readings).
- Provide immediate responses to customers via the Concierge Box, delegating requests to the appropriate teams for resolution.
-Account management experience.
- Strong communication and interpersonal skills to build lasting customer relationships.
- Ability to multi-task and prioritize customer needs efficiently.
- Proficiency in Microsoft Office applications (Outlook, Word, Excel, PowerPoint).
- Experience using ERP (e.g., SAP) and CRM (e.g., Dynamics 365) systems.
- Detail-oriented with a customer-first mindset to deliver concierge-level service.
Salary range:
$60,800.00 - $97,300.00Join 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.
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 embrace diversity and prioritize our employees' well-being through our DE&I initiatives and 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