Customer Service Specialist and Supply chain

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.

POSITION SUMMARY (general benchmark overview of the position, 1-3 sentences)

This position will ensure a clean order entry for all customers under specific areas of responsibility which includes a review of customer’s orders (pricing, terms, sales, delivery and payment), product allocation and pick slip, printing, invoicing and shipping documents.

Supply chain management in terms of purchases orders placed to factories/suppliers is part of the role.

JOB RESPONSIBILITIES (includes Key And Additional Responsibilities)

Receive, enter and acknowledge order being received from various customers in SAP. Check the CO is conformed to the offer, the price list or the contract, if not inform salespeople and customers. Review letter of credit orders to ensure commercial terms and conditions are acceptable and achievable Check with finance credit limit if necessary or unpaid invoices before any new order entry. Raise purchase requisitions purchase orders or work orders if necessary to the suppliers or factories in SAP. Track the product availability in time with acknowledge DT, if not, inform the customer and reschedule the order. Share delivery information and arrange shipments with stakeholders (Air, sea and drop shipments) Consolidate all export documents. Maintain records for consignment stocks if needed. If warehouse management, manage and maintain appropriate stock parameters such as reordering points, safety stock… Inform factories if any change or deviation with the budget or forecasts. Maintain Master Data (Customer info record, Purchase info record, Source list) in SAP. Manage phase-in/ phase-out of products as driven by our commercial strategy, propose alternative solutions to customers if needed. Handle general inquiries and liaise with customers or vendors on pricing, delivery status, shipping info, discrepancies Ensure all commissions orders adhere strictly to paperwork procedures Maintain and store order files and all documents with each modification for traceability. Monitor Backlog/ Open order and alert if any issue. Regularly inform customer and sales about the situation Manage claims with customers for return of goods, prepare the necessary documents to identify and track the claim. Manage the claim with TSC/Log. Check the contract conditions and raise the credit note if necessary or send new products for replacement.. Perform other tasks that may be assigned by the CS Manager.

Key Competencies

(Job Function specific; simplified list.)

• Continuous Improvement Mindset
• Rigor, organization and aptitude for problem solving
• Customer focus balanced with business risk taking
• Ability to work with both local and remote staff & colleagues from multiple cultural backgrounds.
• Cross Country Boundary Collaboration
• Team spirit
• English speaking
  
  

WORK EXPERIENCE REQUIREMENTS (Minimal experience, essential skills & abilities, required certification)

• Export/Import Documentations
• Customer Service Skills
• Incoterms
• Customs Laws & Regulations
• SAP knowledge
  
  

Educational Requirements

• Bachelor’s degree with 2-5 years of experience
  
  

ADDITIONAL INFORMATION (e.g. Physical Demands, Work Environment)

Customer Satisfaction: Develop processes to increase customer satisfaction

Working Capital: Drive year over year improvement on inventory effectiveness

Communication

• Effectively communicate with internal and external suppliers, sourcing, sales, distribution centers and finance functions at all staff levels to ensure goal fulfillment for the company.
• Can lead and guide a change process and train and support colleagues.
  
  

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.