Sr. Customer Support Coordinator

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.

This role combines project coordination and customer support responsibilities, overseeing projects from quotation and order entry through manufacturing, delivery, commissioning, invoicing, and project closeout. The Project Coordinator is responsible for maintaining exceptional customer communication, managing project schedules, coordinating technical documentation, supporting order management activities, and ensuring projects are delivered on time while meeting customer expectations.

Core Responsibilities

Sr. Customer Support Coordinator & Order Management

• Review project documents including contracts, specifications, plans, purchase orders, and related documentation to ensure project requirements are understood and communicated to internal stakeholders.
• Coordinate all aspects of project execution from order receipt through project completion, including timelines, deliverables, documentation, manufacturing milestones, and customer communications.
• Process and manage customer orders, ensuring order accuracy, pricing validation, commercial compliance, and timely entry into company systems.
• Host project kickoff meetings and align internal teams on scope, schedule, deliverables, and customer expectations.
• Monitor project schedules and proactively communicate status updates, risks, delays, and milestones to customers and internal stakeholders.
• Coordinate shipping, delivery, invoicing, startup, commissioning, and project closeout activities.
  

Customer Support & Relationship Management

• Serve as the primary point of contact for customers, sales teams, suppliers, and internal departments throughout the lifecycle of orders and projects.
• Deliver exceptional customer service through prompt, professional, and thorough responses to customer inquiries.
• Maintain ongoing customer communications regarding order status, project schedules, delivery commitments, and issue resolution.
• Investigate and help resolve customer concerns related to billing, delivery, documentation, or project execution.
• Maintain accurate customer records, contracts, quotations, project documentation, and correspondence within company systems.
  

Technical & Cross-Functional Coordination

• Coordinate the preparation, review, and submission of technical documentation, data packages, drawings, submittals, O&M manuals, and customer deliverables.
• Work closely with Engineering, Operations, Procurement, Supply Chain, and Sales teams to ensure project requirements are met.
• Coordinate with vendors and suppliers to validate product availability, schedules, pricing, and compliance with project specifications.
• Assist in identifying project risks, developing solutions, and escalating issues when necessary to maintain customer satisfaction and project success.
• Support quotation activities, price and availability requests, and other pre- and post-order sales support functions.
  

Continuous Improvement

• Participate in process improvement initiatives that enhance customer experience, project execution, and operational efficiency.
• Support special projects and perform additional duties as assigned.
  

Key Competencies

• Strong customer service orientation and relationship-building skills
• Excellent verbal and written communication skills
• Strong project coordination and organizational abilities
• Ability to manage multiple priorities simultaneously
• Proactive and solutions-oriented mindset
• Strong attention to detail
• Business and commercial acumen
• Problem-solving and conflict resolution skills
• Technical aptitude and ability to understand engineering documentation
• Ability to collaborate effectively across departments and with external customers
• Strong prioritization and time management skills
• Comfortable making difficult customer and stakeholder communications when required
  

Qualifications

Education & Experience

• Associate's or Bachelor's degree in Business, Engineering, Supply Chain, or a related field preferred.
• 3+ years of experience in project coordination, customer support, order management, account management, or a related role.
• Experience supporting engineered products, manufacturing, industrial, municipal, utility, water, or wastewater industries preferred.
• Experience working with customer orders, quotations, invoicing, and project documentation preferred.
  

Skills & Technical Knowledge

• Strong proficiency with Microsoft Office Suite.
• Experience with ERP, CRM, or project management software preferred (SAP, Salesforce, AS400, or similar systems).
• Ability to interpret technical drawings, specifications, and project documentation preferred.
• Ability to work independently while collaborating effectively within cross-functional teams.

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.