Customer Service Specialist

2 weeks ago

Calamba, Philippines Xylem Full time

Overview

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.

Responsibilities
  • Order Processing and Order Management:
  • Receive and process purchase orders, ensuring accuracy and data correctness.
  • Verify customer information, payment details, terms and conditions, and order details.
  • Proper handover of orders to the procurement team.
  • Promptly inform customers of any supply chain risks from procurement.
  • Process credit memos, debit memos, and stock returns if necessary.
  • Obtain approval for the checklist before handing orders to procurement and logistics.
  • Maintain and update master tracking files for orders.
  • Liaise with logistics to ensure timely deliveries.
  • Prepare backlog/open order reports for specific accounts.
  • Issue proforma invoices for non-payment term customers.
  • Communicate with customers on delivery schedules, shipping instructions, and order acknowledgments.
  • Provide commercial invoices and shipping documents (PL, AWB, BL) as needed.
  • Communicate with the sales team promptly about any discrepancies or order risks.
  • Proactively communicate with customers on orders and deliveries.
  • Prepare delay letters upon request.
  • Customer Service:
  • Respond promptly to customer inquiries and communicate order status updates.
  • Handle general inquiries with a polite, helpful, and professional demeanor.
  • Identify and escalate common problems with suggestions for improvement.
  • Stay updated on new products and features.
  • Complaint Resolution:
  • Handle customer complaints, seeking solutions and assist with concerns as per standard warranty process.
  • Escalate critical issues to the SEA order fulfillment management team when necessary.
  • Liaise with internal departments/stakeholders to find optimal solutions for customers.
  • Ensure prompt and effective resolution of customer issues.
  • Collaborate with customers and logistics on claim delivery.
  • Revenue Tracking:
  • Accurately update revenue files weekly.
  • Monitor revenue targets and report any deviations.
  • Fully committed to deliverables during the financial closing period.
  • Letter of Credit Management:
  • Review and assess commercial terms and conditions for Letters of Credit.
  • Collaborate with logistics and finance teams on documentation and financial aspects.
  • Issue commercial invoices for LC payment terms.
  • Additional Tasks:
  • Can lead the PH-CS team if CS Manager is on Leave
  • Perform other duties as assigned by the Customer Service Manager
Closing

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.

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