Branch Operations Specialist at Xylem in Indianapolis, IN

Job Description Summary
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: 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.