Application Guide

How to Apply for Customer Support Specialist

at Xylem

🏢 About Xylem

Xylem is a global water technology company uniquely focused on solving critical water challenges through innovative solutions for conservation and reuse. Working here means contributing to sustainability and environmental stewardship, which appeals to mission-driven professionals who want their work to have meaningful impact beyond typical corporate roles.

About This Role

This Customer Support Specialist role involves managing the entire order lifecycle for Xylem's water solutions, from initial quoting through delivery and invoicing, while resolving billing disputes and providing legendary service. It's impactful because you'll directly support customers implementing water conservation technologies, ensuring they receive the right products and services to achieve their sustainability goals.

💡 A Day in the Life

A typical day involves processing a mix of quick-ship and complex orders through the ERP system, responding to customer inquiries about product availability and pricing, collaborating with the A/R team to resolve billing disputes, and coordinating delivery timelines. You'll balance immediate customer needs with longer-term order management tasks while ensuring all documentation meets Xylem's standards for accuracy and service excellence.

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🎯 Who Xylem Is Looking For

  • Has 1+ years of hands-on experience with order management systems, specifically handling both simple 'quick ship' orders and complex custom orders
  • Is proficient with ERP/CRM systems, ideally with practical experience in Salesforce and AS 400 as mentioned in the requirements
  • Demonstrates experience resolving billing disputes and creating formal quotations, not just basic customer service
  • Can navigate a matrixed organization while serving diverse customers, showing adaptability in remote work settings

📝 Tips for Applying to Xylem

1

Highlight specific experience with both standard and specialty product quoting in your resume, as the job description emphasizes this distinction

2

Mention any experience with water technology, sustainability, or industrial products since Xylem focuses on water solutions

3

Include measurable achievements related to order accuracy, dispute resolution time, or customer satisfaction in previous roles

4

Demonstrate familiarity with remote collaboration tools and self-management skills since this is a remote position

5

Reference Xylem's sustainability mission in your application materials to show alignment with their core purpose

✉️ What to Emphasize in Your Cover Letter

['Your experience with order management systems, specifically mentioning any work with Salesforce or AS 400', 'Examples of resolving complex billing disputes or handling specialty product quotations', "How your customer service approach aligns with providing 'legendary' support in a technical industry", 'Why working for a water sustainability company like Xylem motivates you specifically']

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🔍 Research Before Applying

To stand out, make sure you've researched:

  • → Xylem's specific water technology solutions and their applications in conservation and reuse
  • → The company's sustainability reports and recent projects to understand their environmental impact
  • → Industry challenges in water management that Xylem addresses through their products
  • → Xylem's corporate culture and values, particularly around innovation and customer service

💬 Prepare for These Interview Topics

Based on this role, you may be asked about:

1 Walk me through how you would handle a complex order for specialty water technology products
2 Describe your process for investigating and resolving a billing dispute relayed from an A/R team
3 How do you prioritize tasks when managing multiple orders at different stages (quoting, delivery, invoicing)?
4 What experience do you have working in matrixed organizations with diverse teams and customers?
5 How would you explain technical water product details to a customer who needs pre-order support?
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⚠️ Common Mistakes to Avoid

  • Applying with only generic retail customer service experience without order management or billing-specific skills
  • Failing to demonstrate remote work discipline and self-management capabilities in a matrixed organization
  • Not showing awareness of Xylem's sustainability focus or the technical nature of their water solutions

📅 Application Timeline

This position is open until filled. However, we recommend applying as soon as possible as roles at mission-driven organizations tend to fill quickly.

Typical hiring timeline:

1

Application Review

1-2 weeks

2

Initial Screening

Phone call or written assessment

3

Interviews

1-2 rounds, usually virtual

✓

Offer

Congratulations!

Ready to Apply?

Good luck with your application to Xylem!

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