Sr. Customer Support Coordinator at Xylem in Sanford, FL

Job description

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