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.

The Role: Xylem seeks a Customer Service Manager to work with and coach a team tasked with providing legendary technical and commercial support to a global customer group.  Duties include partnering with regional sales & operations counterparts to drive revenue; enhance and implement standard work policies & processes; and act upon Voice of Customer based improvement opportunities & team performance needs.

Essential Duties/Principal Responsibilities:

• Provide leadership, training  and direct supervision for designated Customer Service and inside sales personnel’s performance of their key functions including but not limited to the inquiry/bid to cash process. 
• Regularly partner with sales and operational management to ensure the group is cohesive, inclusive and collaborative to accomplish company objectives.
• Establish and monitor key customer satisfaction and performance metrics,  implement corrective actions to address variances, and communicate results
• Evaluate, develop and implement necessary departmental processes, documentation and training programs
• Engage in program development related to improving the customer experience and/or  department efficiencies
• Provide guidance to assigned area on customer facing metrics, processes, documentation
• Perform personnel functions including but not limited to hiring, regular two-way dialogue performance assessments, coaching for talent development, discipline input, etc.
• Drive or coordinate team special project assignments
• Facilitate or perform backup coverage within specific team and across other teams of similar function

 

Additional Responsibilities:

• Track work volume to ensure proper staffing levels to achieve customer service goals
• Insure compliance to all established personnel policies and procedures. 
• Participate in new initiatives as requested
• Assume other duties and responsibilities as required

 

Qualifications: Education, Experience, Skills, Abilities, License/Certification:

• Bachelor’s degree

• Legendary customer service skills; an unwavering passion for taking care of the customer

• Excellent communication skills  (written and verbal)

• Ability to recruit, train and motivate personnel to meet business objectives

• Ability to manage people across multiple locations

• Ability to coach; provide and receive feedback; comfortable with two-way dialogue

• Strong collaborative and respectful people leadership and business acumen

• Ability to work with diverse workforce and customer base and in a matrixed organization

• Excellent analytical, influential and reasoning behaviors

• Ability to develop and implement new processes

• Proficient in developing and monitoring metrics,  comfortable with quantitative management practices

• Proficient in Microsoft Office

 

Preferred Qualifications:

• 5 years of relevant experience with strong business and technical skills
• 2 years of customer service lead experience
• Experience with Salesforce.com Customer Relationship Management (CRM), Select Configure Price Quote (SCPQ), and Enterprise Resource Planning (ERP) tools
• Continuous improvement, lean practices, value stream mapping and waste elimination experience

 

Additional Information:

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 pounds), office environment

 

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.

• Business Office Environment that includes laptop and standard office equipment; work usually performed in an open plan, cubicle work space setting

 

Standard weekly job hours: 8:00 am – 5:00 pm

 

Travel requirement: <10% - 20% travel required to fulfill the duties listed above; other travel as needed or required by the company

 

EOE/Females/Minorities/Protected Veterans/Disabled