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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.

Project Coordinator, Customer Service

Job Summary:

The Project Coordinator supports and drives cross-functional initiatives focused on improving customer service processes across the order-to-cash lifecycle. This role is responsible for coordinating project execution, managing timelines, aligning stakeholders, and supporting process improvement efforts across customer service, sales, supply chain, finance, and operations. The ideal candidate is organized, detail-oriented, comfortable working in a fast-paced environment with multiple stakeholders and has a continuous improvement mindset.

The Project Coordinator serves as a key operational partner to functional leaders, and business stakeholders by ensuring projects remain on track, risks are escalated early, decisions are documented, and communications are clear and actionable.

Key Responsibilities:
The Project Coordinator leads day-to-day coordination of strategic and operational projects tied to customer service and order-to-cash transformation. This includes developing and maintaining project plans, tracking action items, scheduling meetings, preparing status updates, and ensuring accountability for action items across multiple functions. The role supports process improvement efforts by documenting current and future-state workflows, identifying gaps, and helping standardize procedures.

The position works closely with customer service, finance, supply chain, and commercial teams to support order management, billing, dispute resolution, invoicing, collections coordination, and customer communication processes. The coordinator also supports reporting and analysis by gathering project data, monitoring KPIs, and helping prepare dashboards or presentations for leadership review. They may also lead smaller-scale initiatives independently while supporting larger transformation programs under the guidance of a project or program leader.

This role is responsible for maintaining project documentation, including risk logs, issue trackers, meeting notes, and decision registers. It also helps ensure that timelines are met, dependencies are understood, and stakeholders remain informed throughout the project lifecycle.

This role partners closely with stakeholders across customer service, order management, finance, supply chain, logistics, and commercial teams to improve processes related to order entry, order fulfillment, invoicing, billing accuracy, dispute resolution, claims management, deductions, and collections support. The position also plays an active role in change management, stakeholder communication, and post-implementation follow-up to ensure sustained adoption.

Core Duties:

• Coordinate and drive multiple cross-functional projects related to customer service and order-to-cash process improvement.
• Develop and manage detailed project plans, timelines, milestones, interdependencies, and resource tracking.
• Lead project meetings, working sessions, and stakeholder reviews; prepare agendas, document decisions, and track follow-up actions.
• Maintain project documentation, status reports, and governance materials.
• Partner with cross-functional teams to support process improvement initiatives.
• Support continuous improvement efforts by identifying process gaps, inefficiencies, and opportunities for standardization or automation.
• Assist in documenting business requirements, workflows, and standard operating procedures.
• Monitor and report on key performance indicators such as order cycle time, backlog, billing timeliness, invoice accuracy, dispute aging, deduction trends, and customer responsiveness.
• Escalate project risks, timeline impacts, resource constraints, and unresolved issues to project leaders or functional leadership as appropriate.
• Prepare clear, concise updates and presentations for team members, leadership and/or cross-functional governance forums.

• Support change management and communication planning to improve stakeholder engagement and adoption of new processes.

Qualifications:
Bachelor's degree in business, operations, supply chain, finance, or a related field is preferred. Candidates should typically have several years of experience in project coordination, project management support, customer service operations, order management, finance operations, shared services, or supply chain functions.

The ideal candidate will have hands-on experience supporting or coordinating initiatives tied to order-to-cash processes, along with demonstrated ability to work effectively across cross-functional teams. Strong communication, analytical, and problem-solving capabilities are essential, as is the ability to operate with a high degree of ownership and professionalism.

Preferred Experience and Skills:

• Experience supporting business transformation, process improvement, or operational excellence initiatives
• Knowledge of customer service and end-to-end order-to-cash processes
• Strong project coordination and ability to manage multiple project workstreams with minimal supervision
• Attention to detail, strong facilitation, follow-up, and stakeholder management skills
• Ability to analyze data and communicate status clearly to stakeholders
• Working knowledge of project management methodologies and tools
• Strong interpersonal skills and ability to work across teams
• Proficiency in Microsoft Office, especially Excel, PowerPoint, Teams, and project tracking tools
• Experience with ERP and CRM platforms such as SAP, Steeb, Salesforce, or similar systems
• Continuous improvement mindset; Lean, Six Sigma, or similar experience is a plus

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.