Supervisor, Customer Service

Sales | Auburn, NY, United States
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We're Hiring for a Supervisor, Customer Service!  

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!  
  
The Role:   The Customer Support Supervisor will work with and coach a team to provide legendary support to our customer base. Duties include partnering with sales & operations teams to drive revenue; enhance and implement standard work policies & processes; and act upon Voice of Customer based improvement opportunities & team performance needs. 

Core Responsibilities:  

  • Provide leadership, training and direct supervision for designated Customer Service personnel in the performance of their key functions. 
  • Regularly partner with sales and operational management in designated territory 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.
  • Participate in hiring, regular performance assessments, coaching for talent development, discipline input, etc. to support and build a strong customer centric team.
  • Drive or coordinate team special project assignments
  • Facilitate or perform backup coverage within specific team and across other teams of similar function.
  • Ensure compliance to all established personnel policies and procedures.

Additional Responsibilities:  

  • Track work volume to ensure proper staffing levels to achieve customer service goals
  • Participate in new initiatives as requested
  • Assume other duties and responsibilities as required

Qualifications:  

  • Bachelor’s degree or equivalent experience
  • 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 virtually 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 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
  • 3+ 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
  • Knowledge of import and export compliance requirements 

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.)  

  • Regularly required to sit or stand, reach, bend and move about the facility

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.)  

  • Office: Standard office equipment; work usually performed in an office setting free from any disagreeable elements.
  • Standard weekly job hours: 40 hours
At Xylem, we embrace diversity and strive to create avenues where employees feel valued and appreciated through our DE&I initiatives and Employee Resources Groups (ERG).  Xylem is proud to be an Equal Employment Opportunity and Affirmative Action workplace.  Xylem prohibits discrimination, harassment of any kind and does not discriminate in employment on the basis of race, color, religion, sex or sexual orientation (including pregnancy and gender identity), national origin, political affiliation, marital status, medical conditions or disability, genetic information, age, or other non-merit factors.   
 
Join the global Xylem team today!  Xylem is a team creating advanced technology solutions to the world’s water challenges through developing new technologies and services that will improve the way water is used, conserved, and re-used in the future is central to our work. Our 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 analytics solutions for water, electric and gas utilities. 
 
Disclaimer: The information listed within this job description is designed to indicate the general nature of work expected for this position and shall not be viewed as a comprehensive inventory of all duties, responsibilities, and qualifications required in this position.  Employees must be able to perform the essential functions of the position satisfactorily and if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job absent undue hardship.  Xylem reserves the right to modify this job description or assign other duties to this position as needed. 

  

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