Customer Service Manager

Xylem; Du Bois (NE); On-site; USD 70,000 - 85,000; Full time

Benefits offered by this job

Medical, Dental, and Vision plans

401(k) with company contribution

Paid time off

Paid parental leave

Tuition reimbursement

Job summary

Xylem, a Fortune 500 water solutions leader, seeks a Customer Service Manager to direct the Customer Service organization and optimize the Order Management process. In this role, you will shape strategy, drive automation, and implement continuous improvements to serve customer needs while managing budgets and performance metrics.

A bachelor’s degree and 1–2 years of management experience are required, with strong communication and ERP skills.

Qualifications

• Bachelor’s degree in Business or equivalent experience is required.
• 1–2 years of management experience.
• Strong communication skills and leadership abilities.
• Working knowledge of Microsoft Office and ERP systems.
• Process improvement experience; Lean/Six Sigma desired.

Responsibilities

• Lead the Customer Service organization to orchestrate the Order Management process.
• Develop strategy, automation, and continuous improvements to better serve customer requirements.
• Monitor queues and ensure staff coverage across customer verticals (Water/Gas/Electric/Services).
• Establish service metrics and monitor results; manage budgeting and expenditures.
• Drive system/process improvements and meet customer service objectives.

Skills

Leadership

Communication

Process improvement

Lean/Six Sigma

Management experience

ERP knowledge

Microsoft Office

Education

Bachelor’s degree in Business or equivalent experience

Tools

Microsoft Office

ERP systems

Job description

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. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.

Xylem (XYL) is a leading global water technology company committed to developing innovative technology solutions to the world’s water challenges. The Company’s 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 infrastructure analytics solutions for water, electric and gas utilities. The Company’s more than 16,500 employees bring broad applications expertise with a strong focus on identifying comprehensive, sustainable solutions. Headquartered in Rye Brook, New York with 2017 revenue of $4.7 billion, Xylem does business in more than 150 countries through a number of market-leading product brands.

The name Xylem is derived from classical Greek and is the tissue that transports water in plants, highlighting the engineering efficiency of our water-centric business by linking it with the best water transportation of all – that which occurs in nature. For more information, please visit us at www.xylem.com.

Sensus, a Xylem brand, helps a wide range of 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. We enable our customers to reach farther through the application of technology and data-driven insights that deliver efficiency and responsiveness. We partner with them to anticipate and respond to evolving business needs with innovation in sensing and communications technologies, data analytics and services. Learn more at sensus.com and follow @SensusGlobal on Facebook, LinkedIn and Twitter.

The Role:

Sensus, a Xylem brand, seeks to hire a Customer Service Manager. The Customer Service Manager will directly lead the Customer Service organization to orchestrate the overall Order Management process. The Senior Manager will be responsible for the strategy, automation, and continuous improvement in all related processes to better serve customer requirements and needs. Customer satisfaction is the top priority for this organization.

Essential Duties/Principal Responsibilities

• Ensure that streamlined processes are in place for telephone support, order entry, order expedites, debit/credit, and international processes
• Monitor and document queues to ensure staff is adequately servicing all customer verticals (Water/Gas/Electric/Services)
• Facilitate to Automate and improve Order Entry processes across all relevant product lines
• Achieve Customer Service objectives by contributing customer service information and recommendations to strategic plans and reviews
• Identify customer service trends and implement as appropriate
• Determine, drive and implement system/process improvements
• Meet customer service financial objectives – prepare annual budget, expenditures; analyze variances and initiate corrective actions when necessary
• Establish and communicate service metrics; monitor and analyze results, implementing changes when necessary

Minimum Qualifications: Education, Experience, Skills, Abilities, License/Certification

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

The salary range for this position is $70,000 to $85,000 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. At Xylem, we offer a competitive compensation package with a generous benefit package, including Medical, Dental, and Vision plans, 401(k) with company contribution, paid time off, paid parental leave, and tuition reimbursement.

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 inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.

At Xylem, you'll not only contribute to solving water issues but also have the chance to make a difference through our paid Volunteer Program, Xylem Watermark. We prioritize our employees' well-being through inclusion and belonging as well as our Employee Resource Groups (ERG). Proud to be an Equal Employment Opportunity (including disability and veterans) and Affidant Action workplace, Xylem fosters an inclusive environment free from discrimination or harassment.

Please note that the information in this job description outlines the general nature of the position and is not an exhaustive list of duties. Xylem is dedicated to providing reasonable accommodations to enable all employees to perform their essential job functions. We reserve the right to modify this job description and assign additional duties as needed. Embrace the opportunity to be part of Xylem's transformative journey in shaping the future of water technology! #XylemCareers #GlobalImpact #WaterInnovation