Customer Service Manager

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. 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. Sensus, a Xylem brand, helps public service providers—from utilities to cities to industrial complexes and campuses—do more with their infrastructure to improve quality of life in their communities through technology and data-driven insights.

About the role

The Customer Service Manager will lead the Customer Service organization to orchestrate the overall Order Management process, focusing on strategy, automation, and continuous improvement to better serve customer requirements and needs. Customer satisfaction is the top priority for this role.

Responsibilities

• Ensure streamlined processes are in place for telephone support, order entry, order expedites, debit/credit, and international processes.
• Monitor and document queues to ensure staff adequately services all customer verticals (Water/Gas/Electric/Services).
• Facilitate automation and improvement of Order Entry processes across all relevant product lines.
• Contribute customer service information and recommendations to strategic plans and reviews to achieve objectives.
• Identify customer service trends and implement improvements as appropriate.
• Determine, drive, and implement system/process improvements.
• Meet customer service financial objectives by preparing annual budgets, analyzing expenditures and variances, and initiating corrective actions.
• Establish and communicate service metrics; monitor and analyze results, implementing changes when necessary.

Requirements

• Bachelor’s degree in Business or equivalent experience.
• 1-2 years of management experience.
• Working knowledge of Microsoft Office and ERP business systems.
• Process improvement experience; Lean/Six Sigma desired.

Skills

• Effective leadership skills.
• Strong communication skills.

Pay

The salary range for this position is $70,000 to $85,000 plus bonus. Starting pay depends on skills, experience, and work location.

Benefits

• Medical, Dental, and Vision plans.
• 401(k) with company contribution.
• Paid time off.
• Paid parental leave.
• Tuition reimbursement.
• Paid Volunteer Program (Xylem Watermark).
• Employee Resource Groups (ERG).