Senior Manager Customer Service

sensus; Uniontown (Fayette County); On-site; USD 70,000 - 110,000; Full time

Job summary

Join a leading global water technology company as a Senior Manager of Customer Service, where your leadership will drive customer satisfaction and operational excellence. In this pivotal role, you will oversee the Order Management process, ensuring streamlined operations and continuous improvement. You will utilize your management experience and process improvement skills to enhance customer service strategies, automate processes, and meet financial objectives. This is an exciting opportunity to make a significant impact in a dynamic environment focused on delivering innovative solutions to water challenges. If you are passionate about customer service and have a strategic mindset, this role is perfect for you.

Qualifications

• Bachelor's degree in Business or equivalent experience required.
• 5+ years of management experience with effective leadership skills.

Responsibilities

• Lead the Customer Service organization to enhance order management processes.
• Monitor service metrics and implement improvements as necessary.

Skills

Management Experience

Customer Service

Process Improvement

Lean/Six Sigma

Microsoft Office

ERP Systems

Leadership Skills

Communication Skills

Education

Bachelor’s degree in Business

Tools

Microsoft Office

ERP Systems

Job description

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 ROLE: Sensus, a Xylem brand, seeks to hire a Senior Manager Customer Service. The Sr. Manager Customer Service 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:

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

MINIMUM QUALIFICATIONS: EDUCATION, EXPERIENCE, SKILLS, ABILITIES, LICENSE/CERTIFICATION:

1. Bachelor’s degree in Business or equivalent experience is required.
2. 5+ years of management experience.
3. Working knowledge of Microsoft Office and ERP business systems.
4. Effective leadership skills.
5. Process improvement experience; Lean/Six Sigma desired.
6. Strong communication skills.

PHYSICAL DEMANDS:

• Light lifting (20-25 lbs.), office environment.
• Regularly required to sit or stand, reach, bend and move about the facility.

WORK ENVIRONMENT:

• Office: Standard office equipment; work usually performed in an office setting free from any disagreeable elements.
• Standard weekly job hours: 40 hours.

EOE/FEMALES/MINORITIES/PROTECTED VETERANS/DISABLED