Full-Time

Customer Service Manager

Posted on 8/7/2024

Xylem

Xylem

10,001+ employees

Water technology solutions for sustainability

Data & Analytics
Industrial & Manufacturing
Energy

Compensation Overview

$70.5k - $126.5kAnnually

Senior, Expert

Yellow Springs, OH, USA

Hybrid schedule preferred.

Category
Customer Education & Training
Customer Success
Customer Success & Support
Required Skills
Sales
Communications
Customer Service
Excel/Numbers/Sheets
Requirements
  • Bachelor in Business Administration or equivalent experience
  • 5-10 years’ experience in fast paced global customer service environment.
  • Prefer experience with Oracle 11i software system.
  • Experience working with international customers and ability to prepare letters of credit and proforma invoices highly desired
  • Strong organizational skills
  • Strong analytical and problem solving skills
  • Ability to work with a diverse workforce and customer base
  • Ability to work in team environment and across departments is required
  • Ensures compliance with Company’s and import/export policies and procedures
  • Strong oral and written communication skills
  • Knowledge of import/export processes, regulations, laws and methods
  • Knowledge of basic accounting principles such as debits and credits
  • Strong computer skills especially Microsoft Excel and Word. Typing rate of 40-45 wpm. 50% of time spent keyboarding. High accuracy level required.
Responsibilities
  • Coordinates and supervises the daily activities of Order management team.
  • Training and mentoring of new Customer Service (Order Management) Representatives
  • Establish customer service levels and put metrics in place to monitor customer activity levels (phone, e-mail) to ensure we are meeting metrics
  • Primary liaison with other department leaders (Accts Rec, Shipping, Quality, Sales) to develop and execute efficient procedures that ensure high levels of customer service
  • Maintain strong relationships with YSI dealers, salespeople, and selling partners. Knowledge of all contractual agreements including pricing and commission
  • Develop process documentation and training materials
  • Update annual price lists
  • Provide or facilitate complete CSR training program so that team is cross functional
  • Ensure that department is properly staffed and oriented
  • Continually develop and document new processes
  • Initiate new customer programs
  • Back up to customer service representatives during times additional capacity is needed.
  • Coach team members on performance, complete employee performance evaluations and recommend pay actions.
  • Handle escalated customer calls or inquiries
  • Manage team of customer service representatives, locally and remotely.

Xylem focuses on developing solutions to tackle global water challenges through smart technology. The company provides a range of products and services aimed at ensuring water security and sustainability. Its offerings include advanced water pumps, treatment systems, and analytical instruments, as well as hydrographic software through its HYPACK brand, which is used by clients worldwide for managing water bodies. Xylem serves various clients, including municipalities, industrial companies, and agricultural businesses, helping them manage water resources efficiently and improve water quality. Unlike many competitors, Xylem combines both hardware and software solutions, allowing for a comprehensive approach to water management. The company's goal is to promote sustainability and address environmental concerns while meeting the increasing demand for eco-friendly water solutions.

Company Stage

IPO

Total Funding

$356.2K

Headquarters

Washington, District of Columbia

Founded

2011

Growth & Insights
Headcount

6 month growth

24%

1 year growth

24%

2 year growth

24%
Simplify Jobs

Simplify's Take

What believers are saying

  • Xylem's acquisition of Idrica enhances its digital water utility market presence.
  • Growing interest in atmospheric water harvesting opens new market opportunities for Xylem.
  • Integration with ElectraMet boosts Xylem's industrial sector position in metals recovery.

What critics are saying

  • Emerging startups using AI and IoT may threaten Xylem's market share.
  • Rising raw material costs could impact Xylem's profit margins.
  • Global semiconductor shortage may delay Xylem's smart system production.

What makes Xylem unique

  • Xylem offers both hardware and software solutions for comprehensive water management.
  • The company focuses on sustainable and eco-friendly water technology innovations.
  • Xylem's HYPACK software is a leader in hydrographic and dredging applications.

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Benefits

Professional Development – To advance the capabilities of our people, we offer a wide variety of experiences to support our employees’ professional growth and continuous learning.

Total Rewards – We offer comprehensive programs for compensation, benefits, recognition, learning and development, work-life integration and corporate citizenship.

Watermark – Watermark is our corporate social responsibility program working to provide education and access to safe water to ensure healthy lives, gender equality, and resilient communities. Employees have the opportunity to learn and volunteer on various water-related projects.

Employee Networks – Our Employee Networks provide a professional, supportive network for employees from diverse backgrounds, including Women’s, LGBT+ and Allies, Veteran’s, People of Color and Allies, Hispanic Origin & Latin Affinity, Emerging Leaders, and Working Parents Networks.

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