Customer Service Manager - Xylem : Job Details

Join Xylem in the global mission to #LetsSolveWater! 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.

Job Summary:

The Customer Service Supervisor oversees the customer service team and ensures the successful execution of customer service strategies. They are responsible for managing customer service staff, handling escalated customer issues, and developing policies and procedures to improve service quality. The Supervisor also conducts performance evaluations, provides regular feedback, and implements training programs to enhance team performance. This role requires strong leadership skills, excellent communication abilities, and a deep understanding of customer service principles and practices.

Responsibilities:

General Responsibilities:

- Oversee and manage customer service team

- Monitor and improve team performance

- Develop and implement customer service policies and procedures

- Handle escalated customer complaints and issues

- Maintain positive relationships with customers

- Analyze customer feedback and make recommendations for improvement

Customer Interaction:

- Handle complex or high-level customer inquiries and complaints

- Ensure timely and effective resolution of customer issues

- Monitor and respond to customer reviews and feedback

- Provide exceptional customer service to maintain and improve customer satisfaction

- Identify and implement strategies to improve overall customer experience

Data Analysis:

- Track and analyze customer service metrics, such as response times and customer satisfaction rates

- Use data to identify trends and areas for improvement

- Make recommendations for process and policy changes based on data analysis

- Utilize customer relationship management (CRM) software to track and manage customer interactions

Collaboration:

- Work closely with other departments, such as sales and marketing, to ensure consistent and effective communication with customers

- Collaborate with other supervisors and managers to improve overall company operations and customer experience

- Attend meetings and provide updates on customer service initiatives and performance

Training and Development:

- Conduct ongoing training for customer service team on product knowledge, customer service skills, and company policies and procedures

- Identify and provide opportunities for professional development for team members

- Stay up-to-date on industry trends and best practices in customer service

Budget Management:

- Develop and manage customer service budget

- Monitor and control expenses to ensure budget compliance

- Make recommendations for cost saving measures while maintaining high levels of customer service.

Team Management:

- Understand team dynamics and effective management practices. Supervisors should be adept at balancing individual tasks with overseeing team performance.

- Conflict Resolution: Ability to address conflicts within the team professionally and constructively.

- Motivational Skills: Inspire and motivate team members to achieve their best.

Adaptability:

- Supervisors often encounter changing priorities and unexpected challenges. Being adaptable and flexible is crucial.

- Decision Making: Make informed decisions based on organizational goals and guidelines.

High Impact Behaviors:

- Leadership by Example: Supervisors should model the behavior they expect from their team. This includes demonstrating a strong work ethic, integrity, and commitment to the organization's values.

- Team Engagement and Development: Supervisors need to actively engage their team members, recognizing their strengths and providing opportunities for skill development. This also involves offering constructive feedback and fostering a supportive team environment.

- Operational Efficiency: Supervisors should strive for continuous improvement in processes, ensuring that the team works efficiently and effectively. This includes setting clear goals, monitoring progress, and adapting strategies as necessary.

Qualifications:

- A bachelor's degree in Business, Marketing, or a related field with at least 4 years experience, with at least 1 year experience as a people manager or equivalent work experience that provides exposure to fundamental theories, principles, and concepts.

- Proficiency in sales tools and software (e.g., CRM systems).

- Excellent written and verbal communication skills.

- Strong analytical and problem-solving skills.

- Ability to develop and implement sales strategies and plans.

- Experience in conducting market research and competitive analysis.

- Strong project management skills with the ability to manage multiple projects simultaneously.

Salary range:

$70,500.00 - $126,500.00

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 diversity, equity and inclusion 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 embrace diversity and prioritize our employees' well-being through our DE&I initiatives and 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