Branch Operations Specialist

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.

CORE RESPONSIBILITIES: To perform the job successfully, an individual must be able to perform each essential duty satisfactorily.

• Manage inbound phone calls, online inquires and customer walk-ins

• Ability to perform operations and logistics tasks; scheduling technicians, deliveries and equipment

• Strong collaboration with customers and branch staff on dealing with issues

• Process customer requests such as rental quote generation and order placement over the phone, in person or via e-mail

• Ability to document tasks in process flows

• Answer standard or non-routine product questions and direct questions to appropriate service or sales personnel when necessary

• Enter orders and arrange delivery to all sites and locations per the individual agreement including an understanding of the agreement of freight terms

• May be required to handle contract renewals and contract maintenance or changes of simple configuration or change of purchase order

• Reviews autorenewals of contracts and supports contract additions identified by branch staff

• Complete equipment and rental processes in tool and 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

• Supports branch staff in compiling metrics

• Assists branch manager and service staff ensuring customer requests are completed in a timely manner

• Ensure correct time entries and appropriate billing is maintained for projects and service engagements

• Obtain and updates forms of payment to process for service orders from customers

• Ensures all service operations and part numbers are added to service orders

• Ensures on site tech safety credentials or current training in place

• Create and maintain safe working environment and culture within the organization

• Take care of internal and external customer needs and expectations

• Demonstrates high impact culture through innovation, accountability and empowerment

• Must be able to function in a team environment; usually works with direct supervision but can work independently

• Task execution 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

• 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.