Manager, Customer Service

Xylem; United States; Hybrid; USD 75,000 - 100,000; Full time

Benefits offered by this job

Paid parental leave

Hybrid work options

Health, dental, and vision insurance

Volunteer program (Watermark)

Paid time off and holidays

Tuition reimbursement

Job summary

Xylem is seeking a Customer Service Manager to lead a team, craft service policies, and drive improvements across processes while ensuring high customer satisfaction. This hybrid role requires in-office presence at least 3x per week in Yellow Springs, Ohio, with cross-functional collaboration and data-driven decision making.

The role emphasizes budgeting, training, reporting, and mentoring staff to achieve service excellence.

Qualifications

• Bachelor’s degree in Business, Marketing or related field.
• Experience in leading customer service teams and driving process improvements.
• Strong communication skills and ability to present findings clearly.

Responsibilities

• Handle escalated customer complaints and issues.
• Develop strategies to improve customer satisfaction.
• Monitor customer feedback and adjust processes accordingly.
• Lead training sessions to improve customer service skills.
• Create and manage the customer service budget.
• Collaborate with other departments to ensure a seamless customer experience.
• Generate regular reports on customer service performance.

Skills

Sales strategy

CRM proficiency

Verbal communication

Written communication

Project management

Resource allocation

People management

Education

Bachelor’s in Business/Marketing

Tools

Salesforce

CRM 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.

The Customer Service Manager is responsible for leading the customer service team to provide outstanding service and achieve customer satisfaction goals. They develop and implement customer service policies, manage customer service operations, and ensure that customer inquiries and complaints are resolved promptly and effectively. The Manager also recruits, trains, and mentors customer service staff, analyzes customer service data, and makes strategic recommendations to improve service quality. This role requires strong leadership skills, excellent communication abilities, and a deep understanding of customer service management principles.

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

Customer Service Manager 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: A manager must be able to 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: Clear and transparent communication is vital for a manager. This includes articulating vision, expectations, and feedback in a way that motivates and engages team members. It also involves active listening and openness to input from all levels of the organization.


• Fostering Team Growth: A high impact manager invests in the development of their team members. This behavior includes mentoring, providing opportunities for professional growth, and creating an environment where continuous learning is encouraged and valued.

Customer Service Manager Qualifications:

• Bachelor’s in Business, Marketing, or related field, with at least 5 years experience., with at least 2 years experience 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.


• 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.

The estimated salary range for this position is $75,000 to $100000 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.

Why Xylem?

We believe in supporting our employees both professionally and personally.

Our benefits include:

• Paid parental leave, maternity support, and fertility benefits


• Flexibility and hybrid work options where applicable


• Health, dental, and vision insurance from day one


• Emotional health and wellness programs and Volunteer program (Watermark)


• Paid time off (PTO)/Flexible time off (FTO) and paid holidays


• Career development, advancement, tuition reimbursement, and student loan forgiveness


• Generous retirement savings plan with company contribution


• Employee recognition and discount programs

Ready to grow your career while making a difference? Join a team that values your skills, supports your development, and empowers you to help solve global water challenges.

#LI-RR1

#LI-Hybrid

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 affirmatively 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