Xylem

Customer Service Supervisor

Xylem

full-time

Posted on:

Location Type: Hybrid

Location: Carrollton • Texas • United States

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About the role

  • 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

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
Benefits
  • Paid Volunteer Program
  • Employee Resource Groups (ERG)

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
supervisory experiencecustomer serviceanalytical skillsprocess developmentmetrics monitoringquantitative management
Soft skills
communication skillscoachingcollaborative leadershippeople managementmotivational skillsfeedbackinfluential behaviorreasoning skills
Certifications
Bachelor's degree