Operations Coordinator

Branch Operations Specialist

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.

The Branch Operations Specialist plays a pivotal role at the center of branch successserving as the operational backbone that connects customers, technicians, sales, and logistics. This role goes beyond transactional administration. You will directly influence customer satisfaction, revenue accuracy, technician productivity, and contract integrity by ensuring orders, billing, documentation, and service workflows are executed flawlessly.

This position supports multiple business units and is essential to maintaining compliance, operational rhythm, and a high-impact customer experience.

Customer & Front-Office Operations

• Serve as the first point of contact for inbound phone calls, online inquiries, and customer walk-ins.
• Process customer requests including rental quotes, order placement, contract updates, and service coordination via phone, email, or in person.
• Resolve customer administrative issues related to contracts, billing, invoicing, and payment processing with urgency and accuracy.
• Answer standard and non-routine product questions, escalating to Sales or Service when appropriate.

Order, Contract & Billing Management

• Enter and manage orders, rentals, parts, and service requests in ERP systems (ServiceMax, SAP, and related tools).
• Ensure agreements, freight terms, pricing, and billing details are accurately applied per customer contracts.
• Manage contract maintenance activities including renewals, auto-renew reviews, simple configuration changes, and purchase order updates.
• Obtain, validate, and maintain customer forms of payment to enable timely service execution and billing.
• Ensure labor time entries, part numbers, and service operations are correctly captured for accurate invoicing.

Scheduling, Logistics & Shop Support

• Coordinate technician scheduling, equipment rentals, deliveries, and product pick-ups.
• Prepare required documentation and paperwork for customer sign-off.
• Support Service Shop Technicians by generating work orders and ensuring required parts are available for repairs.
• Coordinate shipments and deliveries across multiple sites and customer locations.

Process Excellence & Branch Enablement

• Document and follow defined process flows to support operational consistency and audit readiness.
• Compile and support branch performance metrics and reporting.
• Partner with Branch Managers and Service teams to ensure customer commitments are met on time.
• Ensure technician safety credentials and required training documentation are current and compliant.

Culture, Safety & Collaboration

• Promote and maintain a safe working environment and strong safety culture.
• Demonstrate Xylem's high-impact culture through accountability, innovation, collaboration, and empowerment.
• Work effectively within a team environment while maintaining the ability to operate independently with moderate autonomy.
• Execute responsibilities in alignment with Xylem's Delegation of Authority (DOA) policy.

What Makes You a Great Fit

Required Qualifications

• High school diploma or equivalent
• 2+ years of relevant experience in branch operations, order management, customer service, dispatching, or logistics.
• Experience with ERP systems (ServiceMax or SAP experience preferred)
• Proficiency with Microsoft Office tools (Outlook, Word, Excel, PowerPoint).
• Demonstrated experience with order entry, parts ordering, billing, invoicing, and contract administration.

Skills & Capabilities

• Strong customer service skills with the ability to confidently manage complex, non-routine requests.
• Ability to coordinate scheduling, shipments, and service logistics across multiple stakeholders.
• Excellent organizational skills and attention to detail in fast-paced environments.
• Strong problem-solving skills with the ability to troubleshoot logical and process-driven issues.
• Effective communicator, able to collaborate across service, sales, operations, and leadership.
• Comfortable executing tasks with moderate autonomy while seeking guidance for complex issues.
• Solid understanding of general business concepts, service operations, and operational workflows.

What We Offer

• Comprehensive benefits package including Paid Time Off (PTO) for hourly positions.
• Medical, dental, and vision coverage.
• Investment savings and retirement plan options.
• A collaborative, safety-first environment within a global organization focused on innovation and impact.
• Opportunities to grow operational expertise and expand career pathways within Xylem

The estimated pay range for this position is $26/hr. to $28/hr.. Starting pay is dependent on multiple factors, such as skills, experience, and work location. At Xylem, we offer a competitive compensation package with a generous benefits package, including Medical, Dental, and Vision plans, 401(k) with company contribution, paid time off, paid parental leave, and tuition reimbursement.

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