Customer Service Manager

Xylem•DuBois, PA

9d•$70,000 - $85,000•Onsite

About The Position

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. 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 name Xylem is derived from classical Greek and is the tissue that transports water in plants, highlighting the engineering efficiency of our water-centric business by linking it with the best water transportation of all – that which occurs in nature. For more information, please visit us at www.xylem.com. Sensus, a Xylem brand, helps a wide range of public service providers – from utilities to cities to industrial complexes and campuses – do more with their infrastructure to improve quality of life in their communities. We enable our customers to reach farther through the application of technology and data-driven insights that deliver efficiency and responsiveness. We partner with them to anticipate and respond to evolving business needs with innovation in sensing and communications technologies, data analytics and services. Learn more at sensus.com and follow @SensusGlobal on Facebook, LinkedIn and Twitter. The Role: Sensus, a Xylem brand, seeks to hire a Customer Service Manager. The Customer Service Manager 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.

Requirements

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

Nice To Haves

Lean/Six Sigma desired

Responsibilities

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