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.
Xylem is hiring a Customer Support Representative!
The Customer Service Representative-OEM plays a key role in delivering an outstanding customer experience by managing complex customer inquiries, resolving escalated issues, and providing guidance to less experienced team members. This position serves as a trusted point of contact for customers while also partnering with internal teams to improve processes, support sales activity, and drive service excellence.
The ideal candidate is customer-focused, solutions-oriented, and highly organized, with the ability to balance day-to-day service demands while contributing to team performance and continuous improvement.
Key Responsibilities- Provide high-quality customer support by handling complex inquiries, complaints, and service issues via phone, email, and other communication channels. Deliver accurate and timely information, resolve concerns efficiently, and ensure a professional, positive customer experience.
- Act as an escalation point for challenging customer situations and help drive resolution through strong judgment, communication, and problem-solving. Support high levels of customer satisfaction by managing issues with urgency and care.
- Identify opportunities to improve customer service processes and help implement strategies that enhance efficiency and the overall customer experience. Review customer feedback and service trends to recommend improvements and support operational excellence.
- Partner with sales and other internal teams to support customer needs, provide product and service information, and assist with sales-related inquiries. Identify appropriate opportunities to upsell and cross-sell products and services while addressing customer concerns related to the sales process.
- Maintain accurate records of customer interactions, service requests, and transactions in CRM and related systems. Support reporting, meeting coordination, training logistics, and other administrative tasks as needed.
- Provide day-to-day support and guidance to junior team members, assist with onboarding and training, and contribute to a collaborative, high-performing team environment. Maintain current knowledge of company products, services, systems, and processes.
You are committed to continuous professional development and bring a mindset of learning, adaptability, and improvement. You work well across teams, value collaboration, and contribute positively to shared goals. You are results-driven, take ownership of your work, and consistently deliver a high standard of service.
Qualifications- Bachelor’s degree in Business, Marketing, or a related field with at least 4 years of relevant experience, or equivalent work experience that provides exposure to fundamental theories, principles, and concepts.
- Strong experience in customer service, including handling escalated issues and resolving complex customer concerns. Excellent written and verbal communication skills, with the ability to build trust and communicate effectively with customers and internal stakeholders.
- Proficiency with Salesforce, CRM systems, and related sales or customer service tools. Strong analytical and problem-solving skills, with the ability to identify trends, improve processes, and manage multiple priorities simultaneously.
- Experience supporting sales activities, providing product knowledge, and contributing to customer-focused strategies is preferred. Strong organizational and project coordination skills are also important for success in this role.
Xylem offers a mission-driven environment where your work has real impact. You’ll be part of a global team that values Respect, Responsibility, Integrity, and Creativity, and you’ll have opportunities to grow your career while helping solve meaningful challenges for customers and communities around the world.
#LI-DH1
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
Skills Required
- Bachelor's degree in Business, Marketing, or a related field with at least 4 years of relevant experience, or equivalent work experience
- Strong customer service experience handling escalated issues and complex customer concerns
- Excellent written and verbal communication skills
- Proficiency with Salesforce, CRM systems, and related sales or customer service tools
- Strong analytical and problem-solving skills
- Ability to identify trends, improve processes, and manage multiple priorities
- Experience supporting sales activities, providing product knowledge, and contributing to customer-focused strategies
- Strong organizational and project coordination skills
What We Do
Xylem |ˈzīləm| 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!
