Branch Operations Specialist

Socket.dev; Coquitlam; On-site; CAD 52,000 - 78,000; Full time

Job summary

Xylem, a Fortune 500 global water solutions company, invites applications for a Branch Operations Specialist in Canada. The role supports multiple business units, ensuring accurate billing, contract maintenance, and timely resolution of customer issues while maintaining safe, compliant operations at the branch level.

The position emphasizes coordination of orders, scheduling, and documentation, with collaboration across service shop technicians and branch staff to meet customer needs and uphold

Qualifications

• High school diploma or equivalent plus 2 years of applicable work experience or Bachelor’s degree with demonstrated capability.
• Ability to handle non-routine, complex tasks.
• Proficiency in STEEB/SAP/Microsoft Office applications (Outlook, Word, Excel, PowerPoint).
• Demonstrated ability to troubleshoot logical processes.
• Autonomy with limited guidance for complex tasks.
• Ability to collaborate across disciplines.

Responsibilities

• Manage inbound calls, online inquiries and customer walk-ins.
• Schedule technicians, deliveries and equipment; coordinate operations.
• Collaborate with customers and branch staff to resolve issues.
• Process rental quotes and orders via phone, in person or email.
• Document tasks in process flows and ensure accurate billing for projects.

Skills

Customer service

Operations coordination

Scheduling

Communication

ERP systems

Microsoft Office

Education

High school diploma

Bachelor’s degree (preferred)

Tools

SAP

MS Field Service

MS CRM

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.

Please note that this is a unionized position and therefore conditions of employment cannot be negotiated.

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.

Core Responsibilities

• 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.

Education & Experience Requirements:

• High school diploma or equivalent plus 2 years of applicable work experience or Bachelor’s degree with demonstrated capability in comparable work

Skill Requirements:

• Intra-departmental communication for purpose of alignment/information sharing/guidance/leadership
• Able to executive tasks with high levels of autonomy; limited guidance required for complex tasks
• Able to collaborate with other disciplines
• Ability to understand concepts in execution, broader organizational impact, and strong organization skills
• Understanding of general business concepts
• Strong communication skills
• Solid User of standard Microsoft Office applications (Outlook, Word, Excel, PowerPoint)
• Strong ERP fluency in relevant systems
• Strong understanding of typical IT business tools; adapt at learning new programs quickly (e.g. homegrown IT solutions but also new cutting‑edge tools like Data Analytics)
• Fluency in a Field Service and CRM application like (MS Field Service or MS CRM)

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.