Branch 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 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.

The Operations Coordinator is the operational hub of the branch-bridging customers, technicians, sales, and logistics to keep the business running smoothly. This role goes beyond administrative support; you directly impact customer satisfaction, revenue accuracy, technician productivity, and contract compliance by ensuring orders, billing, and service workflows are executed right the first time.

Supporting multiple business units, this position is essential to maintaining operational discipline, compliance, and a high-quality customer experience.

What You'll Do

Customer & Front-Office Operations

• Act as the first point of contact for inbound calls, online inquiries, and walk-in customers.

• Process rental quotes, orders, contract updates, and service requests accurately and efficiently.

• Resolve billing, invoicing, and payment issues with urgency and professionalism.

• Address product and service questions, escalating to Sales or Service as needed.

Order, Contract & Billing Management

• Enter and manage orders, rentals, parts, and service requests in ERP systems (ServiceMax, SAP).

• Ensure pricing, freight terms, and billing align with customer contracts.

• Maintain contracts including renewals, updates, POs, and payment methods.

• Verify labor, parts, and service data for accurate invoicing.

Scheduling, Logistics & Shop Support

• Coordinate technician schedules, equipment rentals, deliveries, and pickups.

• Prepare and manage customer documentation and service paperwork.

• Support shop technicians by generating work orders and confirming part availability.

• Coordinate shipments across multiple sites and customer locations.

Operational Excellence & Compliance

• Follow documented workflows to ensure consistency and audit readiness.

• Support branch metrics and reporting.

• Partner with branch and service teams to meet customer commitments.

• Maintain technician safety and training compliance.

What Makes You a Great Fit

Required Qualifications

• High school diploma or equivalent.

• 2+ years' experience in branch operations, customer service, order management, dispatch, or logistics.

• ERP experience (ServiceMax or SAP preferred).

• Proficiency with Microsoft Office.

Skills & Capabilities

• Strong customer service and problem-solving skills.

• Excellent organization and attention to detail in fast-paced environments.

• Ability to coordinate schedules, logistics, and priorities across teams.

• Clear communicator who works well independently and collaboratively.

• Solid understanding of service operations and business processes.

What We Offer

• Competitive hourly pay: $26.00-$28.00/hour (based on experience and location).

• Comprehensive benefits including medical, dental, vision, 401(k) with company contribution, PTO, paid parental leave, and tuition reimbursement.

• A collaborative, safety-first culture within a global organization focused on innovation and impact.

• Opportunities to grow operational expertise and advance within Xylem.

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.

At Xylem, you'll not only contribute to solving water issues but also have the chance to make a difference through our paid Volunteer Program, Xylem Watermark. We prioritize our employees' well-being through inclusion and belonging as well as our Employee Resource Groups (ERG). Proud to be an Equal Employment Opportunity (including disability and veterans) and Affirmative Action workplace, Xylem fosters an inclusive environment free from discrimination or harassment.

Please note that the information in this job description outlines the general nature of the position and is not an exhaustive list of duties. Xylem is dedicated to providing reasonable accommodations to enable all employees to perform their essential job functions. We reserve the right to modify this job description and assign additional duties as needed. Embrace the opportunity to be part of Xylem's transformative journey in shaping the future of water technology! #XylemCareers #GlobalImpact #WaterInnovation