Xylem

Compensation

Full Description

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 Hiring a Customer Support Manager in Auburn, NY! Responsibilities: Leadership & Team Management Provide clear direction and guidance to the Customer Support team, ensuring alignment with organizational goals and policies. Lead and develop a team of supervisors and experienced professionals, fostering a culture of accountability, collaboration, and continuous improvement. Recruit, coach, and mentor team members to support career progression and professional growth. Operational Excellence Manage and coordinate regional customer support operations, ensuring optimal resource allocation and workload balance. Develop, implement, and monitor operating systems, policies, and procedures to drive efficiency and quality. Define and execute continuous improvement strategies to enhance service delivery and operational performance. Customer Experience Ensure exceptional customer relations by resolving claims and complaints promptly, fairly, and in compliance with applicable laws and company standards. Develop proactive initiatives to educate and inform customers, improving overall satisfaction and loyalty. Monitor customer feedback and survey results to identify trends and implement improvement plans. Performance & Metrics Establish and track key performance indicators (KPIs) and metrics to measure team effectiveness and customer satisfaction. Utilize data-driven insights to inform decision-making and optimize processes. Policy & Compliance Interpret and execute organizational policies, recommending modifications to improve operational effectiveness. Adapt departmental plans and priorities to address resource challenges and evolving business needs. Stakeholder Engagement Serve as a primary liaison between internal teams and senior management, ensuring seamless communication and collaboration. Deploy technology solutions and continuous improvement initiatives to support business growth and scalability. Requirements: Education & Experience 5–7+ years of relevant professional experience, including 1–3+ years in a management or leadership role. Bachelor’s degree (or equivalent work experience) with strong conceptual knowledge of fundamental theories, principles, and practices. Technical Skills Proficiency in CRM platforms such as Salesforce, Pega, Conexium, and ERP systems like SAP. Familiarity with Linux-AS400 environments. Advanced skills in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook). Experience with Select Configure Price Quote (SCPQ) tools and enterprise resource planning systems. Leadership & People Development Proven supervisory experience with a track record of career progression and talent development. Ability to recruit, train, and motivate teams to achieve business objectives. Strong coaching skills with a commitment to two-way feedback and open dialogue. Demonstrated ability to lead diverse teams in a matrixed organization. Business & Project Management Solid project management experience, including process development and implementation. Skilled in developing and monitoring performance metrics; comfortable with data-driven decision-making. Strong business acumen and collaborative leadership style. Customer Focus Legendary customer service mindset with an unwavering passion for delivering exceptional experiences. Communication & Interpersonal Skills Excellent written and verbal communication skills. Strong analytical, problem-solving, and influencing abilities. Additional Requirements Ability to travel up to 10%. Comfortable working across diverse customer bases and organizational structures. 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.) Light lifting of 20-25 pounds Moderate physical demand and limited exposure to shop elements Regularly required to sit or stand, reach, bend and move about the facility or customer job site Regularly required to listen, talk to, and see employees and customers on a daily basis Work Environment: (The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.) General office environment and use of phone and computer equipment. Travel as required to fulfill the duties listed above or as required by the Company. Standard weekly job hours: 40 hours 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. At Xylem, you'll not only contribute to solving water issues but also have the chance to make a difference through our paid Volunteer Program, Xylem Watermark. We prioritize our employees' well-being through inclusion and belonging as well as our Employee Resource Groups (ERG). Proud to be an Equal Employment Opportunity (including disability and veterans) and Affirmative Action workplace, Xylem fosters an inclusive environment free from discrimination or harassment. Please note that the information in this job description outlines the general nature of the position and is not an exhaustive list of duties. Xylem is dedicated to providing reasonable accommodations to enable all employees to perform their essential job functions. We reserve the right to modify this job description and assign additional duties as needed. Embrace the opportunity to be part of Xylem's transformative journey in shaping the future of water technology! #XylemCareers #GlobalImpact #WaterInnovation Our Talent Community is a great way to stay connected to learn more about our high impact culture initiatives and latest career opportunities! Tell us more about yourself and help recruiters find you if there’s an opportunity that aligns with your background, skills and interests. Join our Talent Community Today! Want to know what kind of Impact you can make? Our goal is to optimize water access and quality, and promote responsible consumption, so that communities across the globe can thrive. Through Xylem Watermark, our Corporate Citizenship Program, we provide and protect safe water resources for communities around the world by engaging all stakeholders and educating about water issues. Learn more by clicking here – Working at Xylem (https://www.xylem.com/en-us/careers/working-at-xylem/) Inclusion and Belonging at Xylem Inclusion and Belonging are fundamental to how we enable our customers to tackle global water challenges. Learn more about our commitment to Inclusion and Belonging. (https://www.xylem.com/en-us/careers/inclusion-and-belonging/)