Customer Service Supervisor

Customer Service Supervisor page is loaded## Customer Service Supervisor remote type:
Hybrid locations:
Carrollton, Texas:
Corpus Christi, Texas:
San Antonio, Texastime type:
Full time posted on:
Posted Todayjob requisition :
R45868

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!
**** Essential Duties/Principal 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.
*** Additional Responsibilities:
**** 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
** Key

Competencies:

*** Continuous improvement mindset
* Developing capability (for people manager)
* Cross-boundary collaboration
* Leading people & teams (for people manager)
* Inspiring accountability
*** Key Relationships:***
* * External:
* Indirect customers (distributors and resellers)
* * Internal:
* Sales, finance, operations and engineering teams

Required Qualifications:

Minimal education & experience, essential skills & abilities and required license/certification to perform this job.
* 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

* Preferred Qualifications:

* * Additional preferences for a specific position.
** Experience with  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
** Physical Demands:** (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
* Regularly required to sit or stand, reach, bend and move about the facility
** Work Environment:**(The work environment characteristics described here are…