Manager, Customer Service

About the role

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. This Customer Service Manager role is hybrid (in office at least 3x per week) in our Yellow Springs, Ohio location.

Responsibilities

• Customer Relations
  • Handle escalated customer complaints and issues.
  • Develop and implement strategies to improve customer satisfaction.
  • Monitor customer feedback and make necessary changes to processes.
  • Foster positive relationships with customers and ensure their needs are met.
• Process Improvement
  • Analyze current customer service processes and identify areas for improvement.
  • Develop and implement new processes to enhance efficiency and effectiveness.
  • Monitor and track customer service metrics and make adjustments as needed.
  • Conduct regular training sessions for staff to improve customer service skills.
• Budget Management
  • Create and manage the customer service budget.
  • Monitor expenses and identify areas for cost saving measures.
  • Negotiate contracts with vendors and suppliers for necessary resources.
• Cross Functional Collaboration
  • Collaborate with other departments to ensure seamless customer service experience.
  • Communicate customer feedback and concerns to relevant departments.
  • Work with marketing department to develop strategies for customer retention and acquisition.
• Reporting And Analysis
  • Generate regular reports on customer service performance and present to upper management.
  • Analyze data to identify trends and make recommendations for improvement.
  • Utilize customer service software and tools to track and manage customer interactions.
• Compliance And Quality Assurance
  • Ensure compliance with company policies and procedures.
  • Conduct quality assurance checks on customer interactions to maintain high standards.
  • Stay updated on industry regulations and make necessary adjustments to processes.
• Training And Development
  • Mentor and coach customer service staff to improve performance and career growth.
  • Identify training needs and develop training programs to enhance skills and knowledge.
  • Stay updated on customer service best practices and incorporate into training programs.
• Team Management
  • Lead and manage a team, providing guidance, feedback, and support.
  • Set goals and KPIs for team members and monitor performance.
  • Foster a positive and collaborative work environment.
  • Develop and implement training programs to keep team members updated on trends and strategies.
• High Impact Behaviors
  • Strategic Decision Making: Assess complex situations, consider long-term implications, and make decisions that align with the organization’s vision and goals. This involves critical thinking, foresight, and the ability to balance various stakeholders’ interests.
  • Effective Communication: Articulate vision, expectations, and feedback in a way that motivates and engages team members. Includes active listening and openness to input from all levels of the organization.
  • Fostering Team Growth: Invest in the development of team members through mentoring, providing opportunities for professional growth, and creating an environment where continuous learning is encouraged and valued.
  • Resource Allocation: Allocate personnel, tools, and other resources efficiently to achieve project goals. Balance competing priorities and adapt as needed.
  • End-to-end Project Management: Lead improvement projects from initiation to completion. Monitor progress, address challenges, and ensure timely delivery of measurable results.

Qualifications

• Bachelor’s in Business, Marketing, or related field, with at least 5 years of experience, including at least 2 years as a people manager or equivalent work experience that provides exposure to fundamental theories, principles, and concepts.
• Strong technical skills with proficiency in sales tools and software (e.g., SalesForce, CRM systems).
• Experience in developing and implementing sales strategies and plans.
• Excellent written and verbal communication skills, with the ability to present findings clearly and persuasively.
• A strategic thinker with a test-and-learn approach to marketing efforts and process improvements.

Pay

The estimated salary range for this position is $75,000 to $100,000 plus bonus. Starting pay is dependent on multiple factors, such as skills, experience, and work location, and is not typically at the top of the range.

Benefits

• Competitive compensation package with generous benefits, including:
  • Medical, dental, and vision insurance from day one.
  • 401(k) with company contribution.
  • Paid time off (PTO), flexible time off (FTO), and paid holidays.
  • Paid parental leave, maternity support, and fertility benefits.
  • Tuition reimbursement and student loan forgiveness.
  • Generous retirement savings plan with company contribution.
  • Emotional health and wellness programs.
  • Volunteer program (Watermark).
  • Employee recognition and discount programs.
  • Flexibility and hybrid work options where applicable.

About Xylem

Xylem is committed to providing innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a focus on smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. We prioritize inclusion and belonging, fostering an environment where all employees can thrive through Employee Resource Groups (ERGs). Join us in creating a world where water challenges are met with ingenuity and dedication, and make a difference through our paid Volunteer Program, Xylem Watermark.