Customer Service Manager

Ebro Electronic GmbH; Pennsylvania; On-site; USD 70,000 - 85,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) with company contribution

Paid time off

Paid parental leave

Tuition reimbursement

Job summary

Xylem is seeking a Customer Service Manager to lead the Customer Service organization and oversee the entire Order Management process. The Senior Manager will drive strategy, automation and continuous improvement in related workflows while prioritizing customer satisfaction.

Responsibilities include monitoring queues, optimizing order entry, and delivering service metrics. Strong leadership, communication, and Lean/Six Sigma experience are preferred for this role in a fast-paced environment.

Qualifications

• Bachelor’s degree in Business or equivalent experience.
• 1–2 years of management experience.
• Working knowledge of Microsoft Office and ERP business systems.
• Effective leadership and communication skills.
• Lean/Six Sigma desirable.

Responsibilities

• Direct the Customer Service organization to orchestrate the Order Management process.
• Monitor queues and ensure staff adequately services all customer verticals.
• Facilitate automation and improvement of Order Entry across product lines.
• Meet customer service financial objectives; manage annual budget and variances.
• Establish and monitor service metrics; drive changes as needed.

Skills

Microsoft Office

ERP systems

Leadership

Process improvement

Education

Bachelor's degree in Business

Tools

ERP

Microsoft Office

Job description

## Customer Service ManagerBewerbenremote type: Vor Ortlocations: Dubois - Libertytime type: Full timeposted on: Heute ausgeschriebenjob requisition id: R49874Xylem 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.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 skillsThe 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.#LI-SUTTONMOORE 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