Xylem
Manager, Customer Service
Yellow Springs, Ohio
Sponsorship not specifiedDetected 5 days ago
Project ManagementSalesforceCRMProcess ImprovementCustomer SupportLeadershipCommunicationCollaborationCritical ThinkingMentoring
About the role
- The Customer Service Manager is responsible for leading the customer service team to provide outstanding service and achieve customer satisfaction goals.
- 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.
Responsibilities
- o Develop and implement strategies to improve customer satisfaction.
- o Develop and implement new processes to enhance efficiency and effectiveness.
- o Create and manage the customer service budget.
Requirements
- Strong technical skills with proficiency in sales tools and software (e.g., SalesForce, CRM systems)
- Excellent written and verbal communication skills, with the ability to present findings clearly and persuasively.
- 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.
- Experience in developing and implementing sales strategies and plans
- 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.
- 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 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
Skills
- o Analyze current customer service processes and identify areas for improvement.
- o Monitor and track customer service metrics and make adjustments as needed.
- o Conduct regular training sessions for staff to improve customer service skills.
- o Generate regular reports on customer service performance and present to upper management.
- o Analyze data to identify trends and make recommendations for improvement.
- o Mentor and coach customer service staff to improve performance and career growth.
- o Stay updated on customer service best practices and incorporate into training programs.
- Allocate personnel, tools, and other resources efficiently to achieve project goals.
- Balance competing priorities and adapt as needed.
- Lead improvement projects from initiation to completion.
- Monitor progress, address challenges, and ensure timely delivery of measurable results.
Benefits
- 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 includes articulating vision, expectations, and feedback in a way that motivates and engages team members.
Company info
- 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.
- o Foster positive relationships with customers and ensure their needs are met.
Visa & Work Authorization
- 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
This listing is sourced directly from Xylem's careers page and normalized into a canonical job model.