Customer Service Operations Specialist
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 employeesoperatingin 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.
The Role
The Customer Service Operations Specialist plays a key role in delivering a seamless customer experience by partnering closely with Customer Service, Sales, Finance, Marketing and Operations teams to ensure timely order processing and effective issue resolution. As part of the Measurement & Control Solutions (MCS) team, this position supports the Sensus brand and helps drive the responsive, high-quality service our customers count on.
What You’ll Do:
- Monitor and manage hardware, software, and service order pipelines to ensure timely processing and delivery.
- Identify bottlenecks, prioritize issues, and partner with stakeholders to drive resolution.
- Build and maintain reports, dashboards, and performance metrics that support business decisions.
- Analyze operational data and recommend improvements that increase efficiency and customer satisfaction.
- Monitor key KPIs, including On-Time Order Entry (OTOE), and communicate performance trends.
- Support special programs, promotions, and strategic initiatives through reporting and operational oversight.
- Collaborate with Customer Service, Sales, Marketing, Finance, and Operations teams to improve execution.
- Help drive continuous improvement initiatives that enhance responsiveness and reduce processing delays.
- Maintain data quality and support best practices across customer service operations.
- Generate insights that support sales activity, marketing campaigns, and business growth.
What You’ll Bring:
- Bachelor's degree in Business, Operations, Supply Chain, Marketing, Customer Service Management, or a related field.
- 2-5+ years of experience in customer service operations, order management, business operations, sales operations, supply chain operations, data operations, or similar roles.
- Strong analytical and problem-solving skills.
- Advanced Microsoft Excel skills, including reporting, data analysis, and pivot tables.
- Experience building reports and dashboards using Power BI or similar business intelligence tools.
- Excellent organizational skills and attention to detail.
- Ability to effectively manage multiple priorities in a fast-paced environment.
- Strong verbal and written communication skills.
- English proficiency at a C1/C2 level.
Preferred:
- Experience with Salesforce, Zuora, BPCS, EDI, ERP, CRM, or similar business systems.
- Understanding of order-to-cash and customer order management processes.
- Experience with KPI reporting and operational performance measurement.
- Knowledge of continuous improvement methodologies.
- Experience creating executive-level dashboards and business reporting.
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.