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.

About the role

This role supports various business units and is critical to ensure proper documentation, payment, and resolution of customer issues. The Branch Operations Specialist will perform duties related to the running and maintenance of the shop, sales, and branch operations, ensuring that customer contracts, billing, invoicing, and administrative issues are resolved in a timely fashion.

Responsibilities

• Manage inbound phone calls, online inquiries, and customer walk-ins
• Perform operations and logistics tasks, including scheduling technicians, deliveries, and equipment
• Collaborate with customers and branch staff to resolve issues
• Process customer requests such as rental quote generation and order placement via phone, in person, or email
• Document tasks in process flows
• Answer standard or non-routine product questions and direct inquiries to appropriate service or sales personnel
• Enter orders and arrange delivery to all sites and locations per individual agreements, including understanding freight terms
• Handle contract renewals, maintenance, or changes of simple configuration or purchase orders
• Review autorenewals of contracts and support contract additions identified by branch staff
• Complete equipment and rental processes, schedule product pick-up, and prepare paperwork for customer sign-off
• Support Service Shop Technicians in completing work orders and pulling necessary parts for product repair
• Assist branch staff in compiling metrics
• Ensure customer requests are completed in a timely manner
• Maintain correct time entries and appropriate billing for projects and service engagements
• Obtain and update forms of payment to process service orders from customers
• Ensure all service operations and part numbers are added to service orders
• Verify on-site tech safety credentials or current training are in place
• Create and maintain a safe working environment and culture within the organization
• Address internal and external customer needs and expectations
• Demonstrate high-impact culture through innovation, accountability, and empowerment
• Function in a team environment; work with direct supervision but capable of independent work
• Execute tasks for area of responsibility up to levels defined in Xylem’s DOA policy

Qualifications

• High school diploma or equivalent plus 2 years of applicable work experience
• 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
• Ability to collaborate with other disciplines
• Strong organizational skills and 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

Benefits

• Paid Time Off (PTO) for hourly positions
• Medical, dental, and vision plans
• 401(k) with company contribution
• Paid parental leave
• Tuition reimbursement
• Paid Volunteer Program (Xylem Watermark)
• Employee Resource Groups (ERG)

Pay

The estimated pay range for this position is $25–32 per hour. Starting pay is dependent on multiple factors, including skills, experience, and work location.