Manager, Customer Service at Xylem Services USA LLC — Yellow Springs, OH

Job Summary: The Customer Service Manager is responsible for leading the customer service team to provide outstanding service and achieve customer satisfaction goals. They develop and implement customer service policies, manage customer service operations, and ensure that customer inquiries and complaints are resolved promptly and effectively. The Manager also recruits, trains, and mentors customer service staff, analyzes customer service data, and makes strategic recommendations to improve service quality. This role requires strong leadership skills, excellent communication abilities, and a deep understanding of customer service management principles.

Responsibilities

Customer Relations: o Handle escalated customer complaints and issues. o Develop and implement strategies to improve customer satisfaction. o Monitor customer feedback and make necessary changes to processes. o Foster positive relationships with customers and ensure their needs are met. Process Improvement: o Analyze current customer service processes and identify areas for improvement. o Develop and implement new processes to enhance efficiency and effectiveness. o Monitor and track customer service metrics and make adjustments as needed. o Conduct regular training sessions for staff to improve customer service skills. Budget Management: o Create and manage the customer service budget. o Monitor expenses and identify areas for cost saving measures. o Negotiate contracts with vendors and suppliers for necessary resources. o Cross Functional Collaboration: o Collaborate with other departments to ensure seamless customer service experience. o Communicate customer feedback and concerns to relevant departments. o Work with marketing department to develop strategies for customer retention and acquisition. Reporting and Analysis: o Generate regular reports on customer service performance and present to upper management. o Analyze data to identify trends and make recommendations for improvement. o Utilize customer service software and tools to track and manage customer interactions. Compliance and Quality Assurance: o Ensure compliance with company policies and procedures. o Conduct quality assurance checks on customer interactions to maintain high standards. o Stay updated on industry regulations and make necessary adjustments to processes. Training and Development: o Mentor and coach customer service staff to improve performance and career growth. o Identify training needs and develop training programs to enhance skills and knowledge. o Stay updated on customer service best practices and incorporate into training programs. Team Management:

• Lead and manage a team, providing guidance, feedback, and support.
• Set goals and KPIs for team members and monitor performance.
• Foster a positive and collaborative work environment.
• Develop and implement training programs to keep team members updated on trends and strategies.

High Impact Behaviors:

• Strategic Decision Making: A manager must be able to assess complex situations, consider long-term implications, and make decisions that align with the organization’s vision and goals. This involves critical thinking, foresight, and the ability to balance various stakeholders’ interests.
• Effective Communication: Clear and transparent communication is vital for a manager. This includes articulating vision, expectations, and feedback in a way that motivates and engages team members. It also involves active listening and openness to input from all levels of the organization.
• Fostering Team Growth: A high impact manager invests in the development of their team members. This behavior includes mentoring, providing opportunities for professional growth, and creating an environment where continuous learning is encouraged and valued.

Qualifications

• Bachelor’s in Business, Marketing, or related field, with at least 5 years experience., with at least 2 years experience as a people manager or equivalent work experience that provides exposure to fundamental theories, principles, and concepts.
• Strong technical skills with proficiency in sales tools and software (e.g., SalesForce, CRM systems)
• Experience in developing and implementing sales strategies and plans
• Excellent written and verbal communication skills, with the ability to present findings clearly and persuasively.
• A strategic thinker with a test and learn approach to marketing efforts and process improvements.
• Resource Allocation: Allocate personnel, tools, and other resources efficiently to achieve project goals. Balance competing priorities and adapt as needed.
• End-to-end Project Management: Lead improvement projects from initiation to completion. Monitor progress, address challenges, and ensure timely delivery of measurable results.