Customer Support Associate at HEIMPLANET in Morrisville, NC

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.

📍Hybrid | Morrisville, NC

Make an Impact Through Exceptional Customer Support

Are you a customer-focused professional who thrives in a fast-paced environment and enjoys solving problems, managing complex orders, and collaborating across teams? We're looking for a Customer Support Associate who can deliver outstanding service while ensuring accuracy in order processing, billing activities, and customer account management.

In this role, you'll serve as a critical link between customers and internal teams, helping to streamline operations, resolve issues, and create a seamless customer experience from order entry through fulfillment.

💡 Why This Role Is Different

This position goes beyond traditional customer service. You'll take ownership of complex software and services orders, support financial transactions such as credits and debits, and serve as a trusted resource for both customers and colleagues. Your insights will help improve processes, drive customer satisfaction, and strengthen operational excellence.

🛠 What You'll Be Doing

• Manage order triage activities and accurately enter software and services orders ranging from straightforward to highly complex.
• Process customer credits and debits in accordance with established accounting policies and procedures.
• Handle escalated customer inquiries and technical issues with minimal supervision.
• Maintain detailed, accurate, and timely records of customer interactions and transaction activities.
• Partner with cross-functional teams to resolve customer concerns and operational issues efficiently.
• Identify recurring customer challenges and provide recommendations for process improvements.
• Support and mentor less-experienced Customer Service Representatives by sharing knowledge and best practices.
• Ensure timely follow-up and communication with customers regarding orders, billing, and account inquiries.
• Contribute to a positive, collaborative team culture focused on customer success and continuous improvement.

📍 Where You'll Make an Impact

• Delivering a world-class customer experience through responsive support and issue resolution.
• Improving operational efficiency through accurate order management and financial transaction processing.
• Supporting business growth by ensuring customers receive timely, reliable service.
• Driving continuous improvement through feedback, troubleshooting, and process recommendations.

🎯 What We're Looking For

Required Qualifications

• High school diploma or equivalent required.
• 3+ years of customer service experience in a fast-paced business environment.
• 2+ years of experience supporting billing, invoicing, accounts receivable (AR), accounts payable (AP), quoting, or similar transactional activities.
• Experience with an ERP/CRM system
• Strong verbal and written communication skills with a customer-centric approach.
• Excellent organizational skills and attention to detail.
• Proven problem-solving and conflict-resolution abilities.
• Ability to prioritize multiple tasks and manage competing deadlines effectively.
• Strong proficiency with Microsoft Office applications, including Outlook, Excel, and Teams.
• Ability to learn new systems, processes, and technologies quickly and independently.

Preferred Qualifications

• Associate's or Bachelor's degree.
• Experience working with CRM, ERP, and customer service platforms such as Salesforce, Zuora, BPCS, EDI, or similar systems.
• Experience supporting software, services, or technology-based products and solutions.

💪 The Kind of Candidate Who Thrives Here

• You enjoy helping customers and finding solutions to complex issues.
• You are highly organized and take pride in getting the details right.
• You can confidently navigate both customer service and transactional/accounting-related responsibilities.
• You collaborate well with others and are willing to share knowledge and support teammates.
• You are proactive, adaptable, and continuously look for ways to improve processes and customer experiences.

💰 What We Offer

• Competitive pay: $34–$38 per hour
• Hybrid work environment in Morrisville, NC
• 20 days PTO to start + paid holidays
• Day one medical, dental, and vision coverage
• Generous retirement savings plan with company contribution
• Paid parental leave
• Tuition reimbursement
• Career progression and skill development
• Wellness programs and employee discounts
• Recognition and reward programs

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