Customer Service Representative

Sales | Cheektowaga, NY, United States
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CORE RESPONSIBILITIES:  To perform the job successfully, an individual must be able to perform/oversee each essential duty satisfactorily. 

Principal Responsibilities:

  • Order Processing
    • Efficiently process customer purchase orders, including quote conversion, and order entry.
    • Demonstrate expertise in customer pricing, discounts, and commission processes.
  • Order Status Communication:
    • Provide customers with accurate and timely order status updates, including lead-time, material availability, credit analysis, and troubleshooting.
  • Collaboration with Internal Teams:
    • Work closely with Application Engineering to ensure orders align with capabilities and customer requirements.
    • Collaborate with the RMA/Warranty Administrator to resolve quality and warranty complaints.
  • Problem Resolution:
    • Investigate and resolve shipping discrepancies, missing or incorrect tracking numbers, and payment disputes.
    • Coordinate and conduct the order cancellation process when necessary.
  • Additional Responsibilities:
    • Update customer account files, ensuring accurate information and processing instructions.
    • Maintain BOL and PL files, daily invoice processing, and specialized knowledge for specific customer portals.
    • Further continuous improvement initiatives within the Customer Service group.

Key Competencies:

  • Professional Demeanor:
    • Maintain a high level of professionalism in all interactions.
  • Communication Skills:
    • Exhibit excellent verbal and written communication skills.
  • Team Collaboration:
    • Work well with diverse teams and individuals, fostering a positive attitude.
  • Customer Advocacy:
    • Demonstrate strong customer-centric attitude and advocacy skills.


Key Relationships:

  • External: Customers, Sales persons, Sales management, AR and AP personnel
  • Internal: Customer Service Team, Applications, Engineering, Manufacturing Engineering, Quality Assurance team, Production team (planners, supervisors), Purchasing, Finance, Supply Chain, and Shipping team.



  • Associate’s degree plus 3-5 years of direct Customer Service experience required, Bachelor of Arts or Bachelor of Science or higher-level degree preferred.
  • Professional demeanor and attitude is a must.
  • Excellent organizational and communication skills are critical to this role.
  • Ability to interact with all levels and teams of internal and external customers.
  • Coordination and balance of diverse activities with accuracy and strong detail orientation is required.
  • Ability to handle multiple priorities and adapt to change with ease.
  • Must be able to work in a high stress environment and meet short term deadlines.
  • Willingness to take on additional tasks when needed.
  • Technologically adept – Must understand basic troubleshooting skills.
  • Experience with Microsoft Office products required.
  • Knowledge/experience with MRP software preferred.
  • Previous general support of industrial products or applications a plus.



  • Ability to perform computer work within either the office or the facility production floor.
  • Safety shoes and Safety glasses are required to wear on production floor.
    The estimated salary range for this position is $39,500 to $63,000.   Starting pay is dependent on multiple factors, such as skills, experience and work location, and is not typically at the top of the range.  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.
    At Xylem, we embrace diversity and strive to create avenues where employees feel valued and appreciated through our DE&I initiatives and Employee Resources Groups (ERG) Xylem is proud to be an Equal Employment Opportunity and Affirmative Action workplace.  Xylem prohibits discrimination, harassment of any kind and does not discriminate in employment on the basis of race, color, religion, sex or sexual orientation (including pregnancy and gender identity), national origin, political affiliation, marital status, medical conditions or disability, genetic information, age, or other non-merit factors.
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