Nous recrutons un coordinateur au soutien à la clientèle bilingue !
Si vous êtes enthousiaste et passionné à l’idée d’aider #LetsSolveWater, envisagez de rejoindre notre équipe dès aujourd’hui ! Xylem est une entreprise mondiale leader dans le domaine des technologies de l’eau, présente dans plus de 150 pays et se consacre à résoudre les problèmes d’eau les plus difficiles au monde. Nous recherchons des personnes pour rejoindre notre mission en dépassant les attentes des clients grâce à des solutions intelligentes et durables. Chez Xylem, vous aurez l’opportunité de résoudre le problème de l’eau en participant à notre programme de bénévolat payant, Xylem

QUALIFICATIONS MINIMALES : SCOLARITÉ, EXPÉRIENCE, COMPÉTENCES, HABILETÉS, PERMIS ET ATTESTATIONS :

• Bilingue anglaise et français
• Disposition et capacité à offrir un soutien à la clientèle supérieur en tout temps
• Capacité à communiquer efficacement oralement et à l’écrit
• Solides capacités de négociation et de résolution des problèmes
• Habiletés interpersonnelles nécessaires pour traiter avec les clients, les collègues et l’équipe de direction
• Excellentes aptitudes pour le travail d’équipe, grand sens de l’organisation et capacité à mener plusieurs tâches de front
• Maîtrise des produits Microsoft Office et des applications informatiques
• Connaissance poussée et approfondie de tous les produits et systèmes (comme les multiples systèmes d’ERP) requis
• 5 ans d’expérience pertinente, domaine technique
• Baccalauréat dans un domaine connexe ou expérience de travail équivalent
  Chez Xylem, nous favorisons la diversité et nous nous efforçons de créer des moyens où les employés se sentent valorisés et appréciés grâce à nos initiatives DÉ&I et nos groupes de ressources pour les employés (GRE). Xylem est fier d’être un lieu de travail offrant l’égalité des chances en matière d’emploi et des mesures d’action positive. Xylem interdit la discrimination, le harcèlement de tout genre et ne fait aucune discrimination en matière d’emploi sur la base de la race, de la couleur, de la religion, du sexe ou de l’orientation sexuelle (y compris la grossesse et l’identité de genre), de la nationalité, de l’affiliation politique, de l’état civil, de l’état de santé ou du handicap, des informations génétiques, de l’âge ou autres facteurs non liés au mérite.

ENGLISH VERSION

We’re Hiring a Bilingual Customer Support Coordinator!
If you are excited and passionate about helping #LetsSolveWater, consider joining our team today! Xylem, Inc. is a leading global water technology company servicing more than 150 countries and is dedicated to solving the world’s most challenging water issues. We are looking for individuals to join our mission by exceeding customer expectations through smart sustainable solutions. At Xylem, you will have the opportunity to solve water by participating in our paid Volunteer Program, Xylem Watermark!
THE ROLE: The Customer Support Coordinator provides a variety of sales-related support and assistance to both internal and external customers. Works as part of a virtual regional team. Respond promptly to customer inquiries and maintain a positive, empathetic, and professional attitude toward customers at all times. We offer a full benefits package to include 4 WEEKS Paid Time Off (PTO) for hourly positions, health, dental, vision, investment savings plan, and other additional miscellaneous benefits.

CORE RESPONSIBILITIES: To perform the job successfully, an individual must be able to perform each essential duty satisfactorily.

• 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.
• Project Coordination: Plans, monitors, and manages customer projects from initiation through completion. Secures required resources and uses formal processes and tools to manage resources, budgets, risks, and changes. Manages projects to ensure on-time completion according to specifications and within budgeted costs. At the higher levels, incumbents manage large multifaceted projects; at lower levels, incumbents may be concerned with clearly identifiable elements or functions within a larger project.
• Pre-Sale Technical Support: Provides pre-sale technical support services to internal and external customers, including, but not limited to, pump sizing, pump selection and providing pump curves. Works with Engineering to provide pumping solutions based on various pumping applications.
• 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, and 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.
• Discretion/Latitude: Works under only general direction. Works independently; may instruct or coach (but not manage) other Customer Support staff. Independently determines and develops an approach to external or internal customer solutions. Work is reviewed upon completion for adequacy in meeting objectives.
• Knowledge, Skills & Abilities: Perform many of the same activities as the intermediate level although they may be assigned to more complex and/or important products, services, and promotions. Typically receives and/or places telephone calls that are non-routine and require deviation from standard screens, scripts, and procedures and liaises with sales and technical staff to keep them up to date with customer needs.
• Problem Solving: Supports external or internal customers with complex issues. Answers non-routine questions that require deviation from standardized procedures. Investigates, analyzes, and solves complex customer billing, technical, and contract issues. Requires extensive knowledge of the company’s products and services.
• Liaison: Contacts are primarily with direct customers, channel partner staff, Xylem sellers, immediate supervisor, and other CSRs in the section or group. May represent Customer Support and/or lead special continuous improvement projects.
• Participation in Xylem Watermark volunteer activities

Minimum Qualifications: Education, Experience, Skills, Abilities, License/Certification:

• Bilingual English and French required
• Willingness and ability to always provide superior customer support, always keeping the customer experience as the top priority.
• Ability to effectively communicate verbally and in writing.
• Strong problem-solving and negotiation skills.
• Effective interpersonal skills with customers, coworkers, and management team
• Strong teamwork and organizational skills with the ability to multi-task.
• Proficiency in Microsoft Office products and the use of computer applications.
• Advanced/in-depth knowledge of all required systems (e.g., multiple ERP systems) and products.
• 5+ years’ of relevant experience
• Bachelor’s degree in related field or the equivalent work experience

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, and 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.

LI-JO

• 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.
• Project Coordination: Plans, monitors, and manages customer projects from initiation through completion. Secures required resources and uses formal processes and tools to manage resources, budgets, risks, and changes. Manages projects to ensure on-time completion according to specifications and within budgeted costs. At the higher levels, incumbents manage large multifaceted projects; at lower levels, incumbents may be concerned with clearly identifiable elements or functions within a larger project.
• Pre-Sale Technical Support: Provides pre-sale technical support services to internal and external customers, including, but not limited to, pump sizing, pump selection and providing pump curves. Works with Engineering to provide pumping solutions based on various pumping applications.
• 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, and 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.
• Discretion/Latitude: Works under only general direction. Works independently; may instruct or coach (but not manage) other Customer Support staff. Independently determines and develops an approach to external or internal customer solutions. Work is reviewed upon completion for adequacy in meeting objectives.
• Knowledge, Skills & Abilities: Perform many of the same activities as the intermediate level although they may be assigned to more complex and/or important products, services, and promotions. Typically receives and/or places telephone calls that are non-routine and require deviation from standard screens, scripts, and procedures and liaises with sales and technical staff to keep them up to date with customer needs.
• Problem Solving: Supports external or internal customers with complex issues. Answers non-routine questions that require deviation from standardized procedures. Investigates, analyzes, and solves complex customer billing, technical, and contract issues. Requires extensive knowledge of the company’s products and services.
• Liaison: Contacts are primarily with direct customers, channel partner staff, Xylem sellers, immediate supervisor, and other CSRs in the section or group. May represent Customer Support and/or lead special continuous improvement projects.
• Participation in Xylem Watermark volunteer activitie