Customer Service Manager

Ebro Electronic GmbH; Morton Grove (IL); On-site; USD 115,000 - 130,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) with company contribution

Paid time off

Paid parental leave

Tuition reimbursement

Job summary

Xylem is seeking a strategic, people-focused Customer Service Manager to lead our Customer Service and Application Engineering teams in Morton Grove, IL. In this high-visibility role, you'll shape the customer experience, develop high-performing teams, and drive continuous improvement across service operations.

Responsibilities include coaching teams, managing KPIs, resolving complex issues, partnering with Sales, Marketing, Operations, and Engineering, and presenting insights to leadership.

Qualifications

• Bachelor's degree in Business, Marketing, Engineering, or a related field.
• 5+ years of progressive customer service leadership experience.
• 2+ years of people management leading high-performing teams.
• Experience improving customer service processes and operational excellence.
• Strong analytical skills and data-driven decision making.
• Experience with CRM platforms such as Salesforce.

Responsibilities

• Lead, coach, and develop Customer Service and Application Engineering teams.
• Set performance KPIs, provide development plans, and manage budgets.
• Improve customer experience and champion the voice of the customer.
• Partner with Sales, Marketing, Operations, and Engineering for a seamless experience.
• Analyze KPIs, present insights to leadership, and drive process improvements.
• Ensure quality and compliance across service operations.

Skills

Leadership

CRM (Salesforce)

Data analysis

Project management

Communication

Stakeholder management

Education

Bachelor's degree in Business, Marketing, Engineering, or a related field

Tools

Salesforce

Job description

## Customer Service ManagerBewerbenremote type: Vor Ortlocations: Morton Grove, Illinoistime type: Full timeposted on: Heute ausgeschriebenjob requisition id: R49625Xylem ist ein Fortune 500 Wassertechnologieunternehmen mit global 23.000 Mitarbeitenden in über 100 Ländern und einer Mission: unseren Kunden durch innovative Technologielösungen und unser Fachwissen bei der Lösung von Wasserproblemen und -herausforderungen zu helfen. Wir sind der weltweit führende Anbieter effizienter, innovativer und nachhaltiger Wassertechnologien, die dafür sorgen, dass unser Wasser nachhaltig genutzt, optimal verwaltet, erhalten und wiederverwendet wird.**The Role**We're looking for a strategic, people-focused Customer Service Manager to lead our Customer Service and Application Engineering teams. In this highly visible leadership role, you'll shape the customer experience, develop high-performing teams, and drive continuous improvement across our service operations.If you're passionate about building strong customer relationships, coaching talented employees, and using data to improve business performance, we'd love to hear from you.**What You'll Do:****Leadership & Team Development*** Lead, coach, and develop Customer Service and Application Engineering teams.* Establish clear performance expectations, KPIs, and development plans.* Recruit, onboard, mentor, and retain top talent.* Foster an engaged, collaborative, and customer-first culture.**Customer Experience*** Serve as the escalation point for complex customer issues and ensure timely resolution.* Build lasting customer relationships by understanding their needs and delivering exceptional service.* Monitor customer feedback and implement initiatives that improve satisfaction and loyalty.* Champion the voice of the customer throughout the organization.**Operational Excellence*** Evaluate current service processes and identify opportunities to improve efficiency and effectiveness.* Lead cross-functional process improvement initiatives that enhance both the customer and employee experience.* Measure and analyze key performance metrics to drive informed business decisions.* Implement best practices that support scalability and operational excellence.**Cross-Functional Collaboration*** Partner with Sales, Marketing, Operations, Engineering, and other departments to deliver a seamless customer experience.* Communicate customer insights that influence business decisions and product improvements.* Support customer retention initiatives and continuous business growth.**Reporting & Business Analysis*** Develop and present customer service performance reports and actionable insights to leadership.* Leverage CRM and customer service platforms to monitor trends and identify opportunities for improvement.* Manage departmental budgets and identify opportunities for cost optimization while maintaining service excellence.**Quality & Compliance*** Ensure compliance with company policies, quality standards, and industry requirements.* Conduct quality reviews and implement training and coaching based on findings.* Promote continuous learning by incorporating industry best practices into team development.**What You’ll Bring:*** Bachelor's degree in Business, Marketing, Engineering, or a related field.* 5 or more years of progressive customer service leadership experience.* At least 2 years of people management experience leading and developing high-performing teams.* Experience improving customer service processes and driving operational excellence.* Strong analytical skills with the ability to interpret data and make strategic recommendations.* Experience with CRM platforms such as Salesforce or similar customer management systems.* Outstanding communication, relationship-building, and problem-solving skills.* Strong project management and organizational abilities with experience leading cross-functional initiatives.**Preferred Qualifications:*** Certified Customer Service Manager (CCSM) or similar professional certification.* Experience leading technical customer support or application engineering teams.* Experience managing departmental budgets and resource planning.The estimated salary range for this position is $115k to $130k base 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, Vision plans, 401(k) with company contribution, paid time off, paid parental leave and tuition reimbursement.*#LI-JO2*Werden Sie Teil des globalen Xylem-Teams und gestalten Sie innovative Technologielösungen mit, die die Nutzung, Verfügbarkeit, den Schutz und die nachhaltige Verwendung von Wasser sicherstellen. Unsere Produkte kommen in der öffentlichen Versorgung, der Industrie, im Wohnbereich und in gewerblichen Gebäuden zum Einsatz – mit dem Ziel, intelligente Maschinen, Anlagen, Messsysteme, Netzwerktechnologien und fortschrittliche Analysen für Wasser-, Strom- und Gasversorger sowie die Industrie bereitzustellen. Arbeiten Sie mit uns an einer Welt, in der die aktuellen und kommenden Wasserherausforderungen mit Kreativität und Engagement gelöst werden und in der Inklusion und Zugehörigkeit als Treiber für Innovation erkannt werden, um unsere Wettbewerbsfähigkeit weltweit zu stärken.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 Affirmative 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