Customer Support Specialist
Dead Line: May 6, 2022
- Order Management: Processes orders for products and/or services from sales staff or direct customer contact. Maintains customer files with sales contracts and other information. Gives price quotations, completes order sheets and checks the price and quantity of each item listed. Distributes order sheets to respective departments. May coordinate with departments regarding order status, shipping dates, prices, product availability and back orders.
- Post Sale Technical Support: Provides post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance. Responds to customer questions regarding operation and malfunctions. Advises customers on preventive maintenance and configuration adjustments to improve product performance and customer satisfaction.
- Customer Billing Resolution: Investigates, analyzes, negotiates, resolves, documents and reports on consumer and commercial billing issues and complaints against the organization. Identifies solutions that address billing issues and presents appropriate resolution options to customers. Negotiates and authorizes billing settlements within established limits and adjusts customer accounts.
- Warranty: Processes, reviews and administers warranty claims, including repairs and refunds. Collaborates with sales and marketing, merchandising, manufacturing, quality, engineering, product development, finance and others to ensure cross-functional communication and resolution of product issues and control warranty costs. Analyzes feedback from the field and warranty statistics to prevent recurring problems. Assists in the resolution of product and system weaknesses for servicing products.
- Participation in Xylem Watermark volunteer activities
- 3-5 Years experience
- College Degree or equivalent work experience
- Regularly required to sit or stand, reach, bend and move about the facility
- Office: Standard office equipment; work usually performed in an office setting free from any disagreeable elements.
- Standard weekly job hours: 40 hours
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