Customer Service Manager

Join Xylem in the global mission to #LetsSolveWater! As a leading water technology company with 23,000 employeesoperating 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.

We’re hiring for a Customer Service Manager!

If you are excited and passionate about helping #LetsSolveWater, consider joining our team today!  Xylem, Inc. is a leading global water technology company servicing more than 150 countries and is dedicated to solving the world’s most challenging water issues.  We are looking for individuals to join our mission by exceeding customer expectations through smart sustainable solutions.  At Xylem, you will have the opportunity to solve water by participating in our paid Volunteer Program, Xylem Watermark!

General Summary and Basic Function:

To provide leadership, direction and training to the Customer Service Team.  This position will focus the team on adding customer value and meeting the established customer service levels.   

Job Specifications and Work Performed:

• 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.

Experience & Academic 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

Key Skills and Attributes

• Poise, good judgment and confidence to represent the Company
• 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.
• Foreign language is preferred
• Technical experience such as in a field or lab water testing role or working with analytical instrumentation is desired
• Strong troubleshooting and problem solving skills

  Working Condition:

• General office environment.   Hybrid schedule preferred.
• 8:00 a.m. – 5:00 p.m. Monday through Friday
• Occasional travel may be required

Disclaimer:  The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job

Salary range:

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.