Supervisor, Customer Support Team

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 23000 employees operating in over 150 countries Xylem is at the forefront of addressing the worlds most critical water challenges. We invite passionate individuals to join our team dedicated to exceeding customer expectations through innovative and sustainable solutions.

Xylem is hiring a Supervisor Customer Support. The Supervisor of the Customer Support Department will be responsible managing the Inside Sales Representatives and coordinating the customer support functions of order processing and sales-related support to both internal and external customers. In this role the Supervisor will oversee the activities of the team to provide legendary customer service which includes prompt and thorough responses to customer inquiries while coordinating all aspects of order management from pricing & quoting order entry delivery and invoicing.

Core Responsibilities for Supervisor Customer Support Team:

To perform the job successfully an individual must be able to perform each essential duty satisfactorily.

• Quotations: Review parts quotations with the ISR team to ensure accuracy of the proposals and establish sell prices & lead times based on established pricing guidelines market conditions and recent customer history. Coordinate with Engineering and Aftermarket departments to review parts drawings and ensure accuracy and completeness.
• Order Management: Oversee the activities of the customer support group for order processing & management. This includes review of orders for accuracy against the proposals timely and accurate entry of orders into the MRP system. Tracking of order progress coordination of transportation and response to customer comments and requests. Attend weekly (2x) production meetings and daily Tier II meetings to review and track the progress of active orders in order to provide timely communication on order status and changes to relevant parties. Coordinate and meet with other departments regarding order status shipping dates prices product availability and back orders.
• Customer Billing Resolution:Coordinate with team to resolve billing issues related to customer disputes as relayed from A/R collections team.
• Sales Support: Provide oversite to team regarding price & availability formal quotations and other pre and post order support functions for standard and some specialty products and services additional duties and responsibilities may be required based on organizational needs.
• Supervisory: Provide oversight and management of the ISR team including managing personnel schedules coverage for vacations & absences approval of teams time and overtime creating development plans and providing feedback and guidance to team through the CPG review process. Develop and drive plans to meet established budgets for parts orders and shipments.

Qualifications for Inside Sales Representative:

• College degree is preferred preferably in a technical field
• 10 years of work experience in a technical field / customer support function. The ideal candidate will have prior experience managing and developing direct reports.
• Technical aptitude; the ideal candidate will have prior experience reviewing drawings and other technical documents.
• Commercial acumen able to read RFQs from customers prepare quotations and prepare and negotiate terms and conditions as necessary.
• Strong communication skills both written and oral able to communicate clearly and build trust and partnership with internal and external stakeholders as well as our customers.
• Ability to work in a fast-paced environment with a diverse workforce and customer base in a matrixed organization.
• Proficient in the use of Microsoft Office.

The estimated salary range for this position is $95000 to $110000 plus pay is dependent on multiple factors such as skills experience and work location and is not typically at the top of the range. At Xylem we offer a competitive compensation package with a generous benefit package including Medical Dental Vision plans 401(k) with company contribution paid time off paid parental leave and tuition reimbursement.

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.