Customer Service Supervisor

Xylem•San Antonio, TX

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. We're Looking for a Customer Support Supervisor in Dallas, TX! 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! 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. Inclusion and Belonging are fundamental to how we enable our customers to tackle global water challenges.

Requirements

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

Nice To Haves

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

Responsibilities

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.
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