Xylem (XYL) is a leading global water technology company committed to developing innovative technology solutions to the world’s water challenges. The Company’s products and services move, treat, analyze, monitor and return water to the environment in public utility, industrial, residential and commercial building services settings. Xylem also provides a leading portfolio of smart metering, network technologies and advanced infrastructure analytics solutions for water, electric and gas utilities. The Company’s more than 16,500 employees bring broad applications expertise with a strong focus on identifying comprehensive, sustainable solutions. Headquartered in Rye Brook, New York with 2017 revenue of $4.7 billion, Xylem does business in more than 150 countries through a number of market-leading product brands.

The name Xylem is derived from classical Greek and is the tissue that transports water in plants, highlighting the engineering efficiency of our water-centric business by linking it with the best water transportation of all – that which occurs in nature. For more information, please visit us at www.xylem.com.

Sensus, a Xylem brand, helps a wide range of public service providers – from utilities to cities to industrial complexes and campuses – do more with their infrastructure to improve quality of life in their communities. We enable our customers to reach farther through the application of technology and data-driven insights that deliver efficiency and responsiveness. We partner with them to anticipate and respond to evolving business needs with innovation in sensing and communications technologies, data analytics and services. Learn more at sensus.com and follow @SensusGlobal on Facebook, LinkedIn and Twitter.

THE ROLE: Sensus, a Xylem brand, seeks to hire a  Senior Manager Customer Service. The Sr. Manager Customer Service will directly lead the Customer Service organization to orchestrate the overall Order Management process. The Senior Manager will be responsible for the strategy, automation, and continuous improvement in all related processes to better serve customer requirements and needs. Customer satisfaction is the top priority for this organization. 

ESSENTIAL DUTIES/PRINCIPAL RESPONSIBILITIES:

• Ensure that streamlined processes are in place for telephone support, order entry, order expedites, debit/credit, and international processes
• Monitor and document queues to ensure staff is adequately servicing all customer verticals (Water/Gas/Electric/Services)
• Facilitate to Automate and improve Order Entry processes across all relevant product lines
• Achieve Customer Service objectives by contributing customer service information and recommendations to strategic plans and reviews
• Identify customer service trends and implement as appropriate
• Determine, drive and implement system/process improvements
• Meet customer service financial objectives – prepare annual budget, expenditures; analyze variances and initiate corrective actions when necessary
• Establish and communicate service metrics; monitor and analyze results, implementing changes when necessary

MINIMUM QUALIFICATIONS: EDUCATION, EXPERIENCE, SKILLS, ABILITIES, LICENSE/CERTIFICATION:

• Bachelor’s degree in Business or equivalent experience is required
• 5+ years of management experience
• Working knowledge of Microsoft Office and ERP business systems
• Effective leadership skills
• Process improvement experience; Lean/Six Sigma desired
• Strong communication skills

PHYSICAL DEMANDS:

(The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Light lifting (20-25 lbs.), office environment
• Regularly required to sit or stand, reach, bend and move about the facility

WORK ENVIRONMENT:

(The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Office: Standard office equipment; work usually performed in an office setting free from any disagreeable elements.
• Standard weekly job hours: 40 hours

EOE/FEMALES/MINORITIES/PROTECTED VETERANS/DISABLED