Branch Operations Specialist

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 Branch Operations Specialist will be responsible for performing duties related to the running and maintenance of the shop, sales, and branch operations, ensuring that customer contracts, billing, invoicing, and issues of any administrative nature are resolved in a timely fashion. This role can support various business units and is critical to ensure proper documentation, payment, and resolution of customer issues. We offer a full benefits package to include Paid Time Off (PTO) for hourly positions, health, dental, vision, investment savings plan, and other miscellaneous benefits.

Core responsibilities include managing inbound phone calls, online inquiries, and customer walk-ins; performing operations and logistics tasks; scheduling technicians, deliveries, and equipment; strong collaboration with customers and branch staff on dealing with issues; processing customer requests such as rental quote generation and order placement over the phone, in person, or via email; documenting tasks in process flows; answering standard or non-routine product questions and directing questions to appropriate service or sales personnel when necessary; entering orders and arranging delivery to all sites and locations per the individual agreement including an understanding of the agreement of freight terms; handling contract renewals and contract maintenance or changes of simple configuration or change of purchase order; reviewing autorenewals of contracts and supporting contract additions identified by branch staff; completing equipment and rental processes in tool and schedule product pick-up and prepare paperwork for customer sign off; supporting service shop technicians in completing work orders and pulling necessary parts for product repair; supporting branch staff in compiling metrics; assisting branch manager and service staff ensuring customer requests are completed in a timely manner; ensuring correct time entries and appropriate billing is maintained for projects and service engagements; obtaining and updating forms of payment to process for service orders from customers; ensuring all service operations and part numbers are added to service orders; ensuring on site tech safety credentials or current training in place; creating and maintaining a safe working environment and culture within the organization; taking care of internal and external customer needs and expectations; demonstrating high impact culture through innovation, accountability, and empowerment; and functioning in a team environment; usually works with direct supervision but can work independently.

Qualifications include a high school diploma or equivalent plus 2 years of applicable work experience; ability to handle non-routine, complex tasks; computer proficiency in relevant software systems (e.g., STEEB, SAP, Microsoft Office, Outlook, Word, Excel, & PowerPoint); demonstrated ability to troubleshoot logical processes; able to execute tasks with medium levels of autonomy; limited guidance required for complex tasks; able to collaborate with other disciplines; ability to understand concepts in execution and strong organizational skills; understanding of general business concepts; excellent communication skills for interacting with all levels of the organization and external customers; fluency in relevant ERP systems; basic understanding of typical IT business tools; ability to work independently and as part of a team.

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.