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Full-Time

Customer Service Manager

Confirmed live in the last 24 hours

Xylem

Xylem

5,001-10,000 employees

Water technology solutions for sustainability

Hardware
Industrial & Manufacturing
Energy

Compensation Overview

$70.5k - $126.5kAnnually

Senior, Expert

Yellow Springs, OH, USA

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 develops solutions to address global water challenges using smart technology. The company provides hardware like water pumps and treatment systems, as well as software for hydrographic applications, serving clients such as municipalities and industrial businesses. Xylem stands out by combining both hardware and software offerings while focusing on sustainability and long-term contracts. Its goal is to ensure water security and meet the demand for eco-friendly solutions in the water sector.

Company Stage

Seed

Total Funding

$10.2M

Headquarters

Washington, District of Columbia

Founded

2011

Simplify Jobs

Simplify's Take

What believers are saying

  • Significant investments from firms like Jennison Associates LLC and SageView Advisory Group LLC indicate strong market confidence in Xylem's growth potential.
  • Innovative projects like Reuse Brew demonstrate Xylem's leadership in sustainable water management, potentially attracting more eco-conscious clients and partners.
  • Recognition through awards for sustainability excellence enhances Xylem's reputation as a leader in the water technology sector, which can boost employee morale and attract top talent.

What critics are saying

  • The complexity of managing both hardware and software solutions could lead to operational inefficiencies and increased costs.
  • Dependence on long-term contracts with municipalities and industrial clients may expose Xylem to financial risks if these clients face budget cuts or economic downturns.

What makes Xylem unique

  • Xylem's dual focus on both hardware and software solutions, including advanced water pumps and hydrographic software, sets it apart from competitors who may specialize in only one area.
  • The company's commitment to sustainability and innovative projects like Reuse Brew highlight its proactive approach to addressing global water challenges, unlike competitors who may not prioritize eco-friendly solutions.
  • Xylem's long-term contracts with municipalities and industrial clients provide a steady revenue stream, offering financial stability that many competitors lack.

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.