Supervisor, Customer Support Team

Ebro Electronic GmbH; City of Pewaukee, Northern (WI, KY); Hybrid; USD 85,000 - 120,000; Full time

Benefits offered by this job

Volunteer program (Xylem Watermark)

Job summary

Xylem is seeking a dynamic Supervisor, Customer Support to lead our Inside Sales and Customer Support team, ensuring customers receive outstanding service. You will manage inquiries, quotations, order processing, and sales support, linking customers with internal teams from quote to delivery and invoicing.

We value a customer-centric leader who develops high-performing teams, thrives in a fast-paced environment, and brings technical and commercial expertise to drive operational success.

Qualifications

• 10+ years in customer support, inside sales, or order management.
• 2+ years of leadership experience.
• Strong technical aptitude for interpreting drawings.
• Experience preparing quotations and reviewing RFQs.
• Excellent written and verbal communication.
• Proficiency with Microsoft Office; SAP experience is an asset.
• Ability to work in a matrix organization.

Responsibilities

• Lead and develop a high-performing Inside Sales/Customer Support team.
• Manage scheduling, workload, overtime, and vacation coverage.
• Conduct performance reviews and development plans.
• Drive quotation excellence and pricing standards.
• Coordinate with Engineering, Aftermarket, and Sales.
• Oversee order management and ERP/MRP entry.
• Ensure timely delivery and proactive customer communication.

Skills

Customer support leadership

Inside sales

Team development

Quotations & RFQ

ERP systems (SAP)

Microsoft Office

Technical drawing interpretation

Education

College degree preferred

Tools

SAP

Microsoft Office

Job description

Xylem 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 dynamic Supervisor, Customer Support to lead our Inside Sales and Customer Support team, ensuring our customers receive the outstanding service they expect from a global industry leader. This is an exciting opportunity for a customer-centric leader who thrives in a fast-paced environment, enjoys developing high-performing teams, and has the technical and commercial expertise to drive operational success. As the Supervisor, Customer Support, you will lead a team of Inside Sales Representatives responsible for managing customer inquiries, quotations, order processing, and sales support activities. You will serve as a key connector between customers and internal teams, ensuring smooth execution from initial quote through delivery and invoicing.

What You’ll Do:

• Lead and Develop a High-performing Team Coach, mentor, and develop a team of Inside Sales Representatives.
• Manage team scheduling, workload distribution, overtime approvals, and vacation coverage.
• Conduct performance reviews, provide ongoing feedback, and support employee development plans.
• Foster a culture of accountability, collaboration, and customer excellence.
• Drive Quotation Excellence Review and approve parts quotations to ensure accuracy and competitiveness.
• Establish pricing and lead times based on company guidelines, market conditions, and customer history.
• Collaborate with Engineering and Aftermarket teams to review technical drawings and specifications.
• Support the team in responding to RFQs and complex customer requests.
• Oversee Order Management Operations Ensure accurate and timely order processing and entry into ERP/MRP systems.
• Monitor order progress and coordinate transportation, delivery schedules, and customer communications.
• Participate in daily and weekly operational meetings to proactively identify and resolve order-related issues.
• Partner with Operations, Production, Supply Chain, Engineering, and Sales teams to ensure seamless execution.
• Champion Customer Satisfaction Ensure prompt and thorough responses to customer inquiries and requests.
• Lead the resolution of customer concerns, order issues, and billing disputes.
• Create an environment focused on delivering "legendary customer service" at every customer touchpoint.
• Support Business Growth Provide guidance to the team on pricing, product availability, formal quotations, and sales-related support.
• Help drive achievement of budget objectives for parts orders and shipments.
• Identify opportunities to improve processes, efficiency, and customer experience.

What You’ll Bring:

• 10+ years of experience in customer support, inside sales, order management, or a related technical environment.
• 2+ years of leadership or supervisory experience.
• Strong technical aptitude, including the ability to interpret drawings and technical documentation.
• Experience preparing quotations, reviewing RFQs, and supporting commercial negotiations.
• Excellent written and verbal communication skills.
• Strong organizational and problem-solving abilities.
• Proficiency with Microsoft Office applications.
• Experience working with ERP systems (SAP experience is an asset).

Preferred Qualifications:

• College degree, preferably in a technical discipline.
• Experience within manufacturing, industrial equipment, engineered products, or aftermarket parts environments.
• Proven ability to build strong relationships with customers and cross-functional stakeholders.
• Experience operating successfully in a matrixed organization.

#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).

#XylemCareers #GlobalImpact #WaterInnovation

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.

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!