Customer Service Supervisor

Customer Support Supervisor

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.

We're looking for a Customer Support Supervisor in Dallas, TX. Essential duties/principal responsibilities include:

• Provide leadership, training and direct supervision for designated Customer Service personnel in the performance of their key functions.
• Regularly partner with sales and operational management in designated territory to ensure the virtual group is cohesive, inclusive and collaborative to accomplish company objectives.
• Establish and monitor key customer satisfaction and performance metrics, implement corrective actions to address variances, and communicate results.
• Evaluate, develop and implement necessary departmental processes, documentation and training programs.
• Engage in program development related to improving the customer experience and/or department efficiencies.
• Participate in hiring, regular performance assessments, coaching for talent development, discipline input, etc. to support and build a.
• Drive or coordinate team special project assignments.
• Facilitate or perform backup coverage within specific team and across other teams of similar function.
• Ensure compliance to all established personnel policies and procedures.

Additional responsibilities include:

• Track work volume to ensure proper staffing levels to achieve customer service goals.
• Participate in new initiatives as requested.
• Assume other duties and responsibilities as required.

Key competencies include:

• Continuous improvement mindset.
• Developing capability (for people manager).
• Cross-boundary collaboration.
• Leading people & teams (for people manager).
• Inspiring accountability.

Key relationships include:

• External: Indirect customers (distributors and resellers).
• Internal: Sales, finance, operations and engineering teams.

Required qualifications include:

• Bachelor's degree and 5+ years of supervisory experience.
• Legendary customer service skills; an unwavering passion for taking care of the customer.
• Excellent communication skills (written and verbal).
• Ability to recruit, train and motivate personnel to meet business objectives.
• Ability to manage people virtually across multiple locations.
• Ability to coach; provide and receive feedback; comfortable with two-way dialogue.
• Strong collaborative and respectful people leadership and business acumen.
• Ability to work with diverse workforce and customer base in a matrixed organization.
• Excellent analytical, influential and reasoning behaviors.
• Ability to develop and implement new processes.
• Proficient in developing and monitoring metrics, comfortable with quantitative management practices.
• Proficient in Microsoft Office.

Preferred qualifications include:

• Experience with Salesforce.com Customer Relationship Management (CRM), Select Configure Price Quote (SCPQ), and Enterprise Resource Planning (ERP) tools.
• Continuous improvement, lean practices, value stream mapping and waste elimination experience.

Physical demands include:

• Regularly required to sit or stand, reach, bend and move about the facility.

Work environment includes:

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

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!