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Posted: Monday, January 8, 2018 3:53 AM

Xylem (XYL) is a leading global water technology company committed to developing innovative and smart technology solutions to the world's water and energy utility challenges. The Company's products and services move, treat, analyze, monitor and return water to the environment in public utility, industrial, residential and commercial building services, and agricultural settings. With its November 2016 acquisition of Sensus, Xylem added smart metering, network technologies and advanced data analytics to its portfolio of solutions for water, gas and electric utilities. Headquartered in Rye Brook, New York with 2015 revenue of $3.7 billion, Xylem does business in more than 150 countries through a number of market-leading product brands. The Company's nearly 16,000 employees bring broad applications expertise with a strong focus on identifying comprehensive, sustainable solutions.

The Role: Xylem seeks a Customer Solutions Supervisor to perform and supervise the team of legendary customer service professionals, to internal and external customers. Responsibilities include supervision of an inside sales team; expertise in designated commercial system tools; development of and training on standard work processes and related tools; identifying Voice of Customer based improvement opportunities and team performance; and the execution of performance metrics to support process accuracy/improvements, customer satisfaction and team performance accountability. The position will be part of a passionate team that strives to provide consistent legendary customer service and to support overall company goals in relation to optimizing our commercial team, acting as One Company, and driving revenue and profitability. The Customer Solutions Lead position will require strong leadership and communication skills to drive collaboration with and support to external customers and inter-departmentally within Xylem.

The ideal candidate will have between 1 - 6 years of business experience; strong entry-level candidates will also be considered.

Essential Functions:

* Provide leadership, training and direct supervision for designated Customer Solutions Center/inside sales personnel's performance of their key functions including but not limited to the bid to cash process

* Facilitate or perform backup coverage within specific team and across other teams of similar function

* Establish and monitor key performance metrics and implement corrective actions to address performance variances

* 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

* Provide guidance to assigned area on customer facing metrics, processes, documentation

* Insure compliance to all established personnel policies and procedures. Perform other related personnel functions including but not limited to hiring, performance assessments, coaching for talent development, discipline input, etc.

* Coordinate team special project assignments

Additional Responsibilities:

* Provide tools and related training necessary for team to meet performance targets

* Provide support to ensure all policy requirements are met

* Track work volume to ensure proper staffing levels to achieve customer service goals

* Assess customer satisfaction levels, analyze and communicate results

* Participate in new initiatives as requested

* Assume other duties and responsibilities as required

Minimum Qualifications:

* Bachelor's degree required.

* 5 years preferred minimum of relevant experience with strong business and technical skills

* 2 years preferred minimum of customer service lead experience

* Experience with Customer Relationship Management (CRM), Configure Price Quote (CPQ), and Enterprise Resource Planning (ERP) tools preferred

* Familiarity with lean and/or six sigma techniques

Preferred Qualifications:

* Strong collaborative and respectful people leadership and business acumen

* Excellent analytical, influential and reasoning skills

* Participative leadership style team oriented

* Excellent collaborative and communication skills (written and verbal)

* Ensure compliance with company policies including regulatory policies and procedures

* Ability to work with diverse workforce and customer base

* Unwavering passion for taking care of the customer

* Legendary customer service skills

* Ability to supervise and coach; comfortable with two-way dialogue approach

* Proficient in Microsoft Office

* Ability to develop and implement new processes

* Proficient in developing and monitoring metrics, comfortable with quantitative management practices

* Ability to recruit, train and motivate personnel to meet business objectives

* Ability to manage multiple jobs, projects and locations


* Light lifting (20-25 pounds), office environment


* Office: Standard office equipment; work usually performed in an office setting free from any disagreeable elements.

* Travel:


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• Location: Charlotte

• Post ID: 57225257 charlotte is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2018