Rep., Sales Support

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.

Job Summary:
The Customer Support Supervisor oversees the customer support team implements support strategies and ensures customer satisfaction goals are met. They also analyze performance metrics to improve service quality.
Responsibilities:

Ensuring Customer Satisfaction
Monitoring customer interactions and providing feedback to team members
Handling escalated customer complaints and finding solutions
Identifying areas for improvement in customer service processes
Developing and implementing strategies to improve customer satisfaction

Managing Customer Support Operations
Creating and maintaining customer support policies and procedures
Analyzing customer service metrics and making recommendations for improvement
Overseeing the handling of customer inquiries and requests
Tracking and reporting on customer service performance to upper management

Collaborating with Other Departments
Communicating with other departments to coordinate customer support efforts
Providing input and feedback on product or service improvements based on customer feedback
Working with sales and marketing teams to ensure a positive customer experience

Staying UpToDate with Industry Trends
Conducting research on customer service best practices and industry trends
Implementing new technologies or tools to improve customer support processes
Attending conferences or workshops to stay informed on industry developments

Managing Budget and Resources
Creating and managing the customer support budget
Overseeing the allocation of resources such as equipment and staff for optimal customer service
Identifying cost saving opportunities without compromising on customer satisfaction.

Team Management:
Understand team dynamics and effective management practices. Supervisors should be adept at balancing individual tasks with overseeing team performance.
Conflict Resolution: Ability to address conflicts within the team professionally and constructively.
Motivational Skills: Inspire and motivate team members to achieve their best.
Adaptability:
Supervisors often encounter changing priorities and unexpected challenges. Being adaptable and flexible is crucial.
Decision Making: Make informed decisions based on organizational goals and guidelines.

High Impact Behaviors:
Leadership by Example: Supervisors should model the behavior they expect from their team. This includes demonstrating a strong work ethic integrity and commitment to the organizations values.
Team Engagement and Development: Supervisors need to actively engage their team members recognizing their strengths and providing opportunities for skill development. This also involves offering constructive feedback and fostering a supportive team environment.
Operational Efficiency: Supervisors should strive for continuous improvement in processes ensuring that the team works efficiently and effectively. This includes setting clear goals monitoring progress and adapting strategies as necessary.

Qualifications:
A bachelors degree in Marketing Communications Journalism Public Relations Economics or a related field with at least 4 years experience with at least 1 year experience as a people manager or equivalent work experience that provides exposure to fundamental theories principles and concepts.
Advanced experience in process improvement or a related area with a demonstrated understanding of Lean Six Sigma methodologies.
Proficiency with statistical analysis software such as Minitab and the ability to map and analyze workflows and processes.
Strong problem-solving and analytical skills to identify issues and develop effective solutions.
Excellent verbal and written communication skills to report findings and make recommendations.
Ability to work collaboratively in a team environment and contribute to group projects.

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.