Supervisor, Customer Support Team

YSI Inc.; City of Pewaukee, Northern (WI, KY); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Volunteer Program

Inclusion and Belonging

Job summary

Xylem seeks a dynamic Supervisor, Customer Support in Pewaukee, WI to lead the Inside Sales and Customer Support team. You will coach a high-performing group, manage quotations, order processing, and coordination with cross-functional teams to ensure on-time delivery and customer satisfaction.

Responsibilities include guiding pricing, RFQs, and cross-team collaboration to resolve issues and deliver legendary service across global customers in a fast-paced environment.

Qualifications

• 10+ years of experience in customer support, inside sales, order management, or related technical environment.
• 2+ years of supervisory or leadership experience.
• Strong technical aptitude including ability to interpret drawings and technical documentation.
• Experience preparing quotations, reviewing RFQs, and supporting commercial negotiations.
• Excellent written and verbal communication skills.

Responsibilities

• Lead and develop a high-performing Inside Sales and Customer Support team.
• Manage team scheduling, workload distribution, overtime approvals, and vacation coverage.
• Conduct performance reviews and support employee development plans.
• Drive pricing, quotations, and order management accuracy in ERP/MRP systems.
• Collaborate with Engineering, Operations, and Sales to ensure seamless execution from quote to delivery.

Skills

Leadership

Quotations

ERP systems

Communication

Customer support

Tools

SAP

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 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.

Benefits:

• 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).

#LI-JO2 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.

Proud to be an Equal Employment Opportunity (including disability and veterans) and an 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

Want to know what kind of Impact you can make? Our goal is to optimize water access and quality, and promote responsible consumption, so that communities across the globe can thrive. Through Xylem Watermark, our Corporate Citizenship Program, we provide and protect safe water resources for communities around the world by engaging all stakeholders and educating about water issues.

Learn more by clicking here – Working at Xylem (https://www.xylem.com/en-us/careers/working-at-xylem/)

Inclusion and Belonging at Xylem Inclusion and Belonging are fundamental to how we enable our customers to tackle global water challenges. Learn more about our commitment to Inclusion and Belonging. (https://www.xylem.com/en-us/careers/inclusion-and-belonging/)