Supervisor, Customer Support Team
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What you'll do
- Coach, mentor, and develop a team of Inside Sales Representatives.
- Manage team scheduling, workload distribution, overtime approvals, and vacation coverage.
- Conduct performance reviews, provide ongoing feedback, and support employee development plans.
- Foster a culture of accountability, collaboration, and customer excellence.
- Review and approve parts quotations to ensure accuracy and competitiveness.
- Establish pricing and lead times based on company guidelines, market conditions, and customer history.
- Collaborate with Engineering and Aftermarket teams to review technical drawings and specifications.
- Support the team in responding to RFQs and complex customer requests.
- Ensure accurate and timely order processing and entry into ERP/MRP systems.
- Monitor order progress and coordinate transportation, delivery schedules, and customer communications.
- Participate in daily and weekly operational meetings to proactively identify and resolve order-related issues.
- Partner with Operations, Production, Supply Chain, Engineering, and Sales teams to ensure seamless execution.
What they're looking for
- 10+ years of experience in customer support, inside sales, order management, or a related technical environment.
- 2+ years of leadership or supervisory experience.
- Strong technical aptitude, including the ability to interpret drawings and technical documentation.
- Experience preparing quotations, reviewing RFQs, and supporting commercial negotiations.
- Excellent written and verbal communication skills.
- Strong organizational and problem-solving abilities.
- Proficiency with Microsoft Office applications.
- Experience working with ERP systems (SAP experience is an asset).
Nice to have
- College degree, preferably in a technical discipline.
- Experience within manufacturing, industrial equipment, engineered products, or aftermarket parts environments.
- Proven ability to build strong relationships with customers and cross-functional stakeholders.
- Experience operating successfully in a matrixed organization.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
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.
The Role
We're looking for a dynamic Supervisor, Customer Support to lead our Inside Sales and Customer Support team, ensuring our customers receive the outstanding service they expect from a global industry leader.
This is an exciting opportunity for a customer-centric leader who thrives in a fast-paced environment, enjoys developing high-performing teams, and has the technical and commercial expertise to drive operational success.
As the Supervisor, Customer Support, you will lead a team of Inside Sales Representatives responsible for managing customer inquiries, quotations, order processing, and sales support activities. You will serve as a key connector between customers and internal teams, ensuring smooth execution from initial quote through delivery and invoicing.
What You'll Do:
Lead and Develop a High-Performing Team
- Coach, mentor, and develop a team of Inside Sales Representatives.
- Manage team scheduling, workload distribution, overtime approvals, and vacation coverage.
- Conduct performance reviews, provide ongoing feedback, and support employee development plans.
- Foster a culture of accountability, collaboration, and customer excellence.
Drive Quotation Excellence
- Review and approve parts quotations to ensure accuracy and competitiveness.
- Establish pricing and lead times based on company guidelines, market conditions, and customer history.
- Collaborate with Engineering and Aftermarket teams to review technical drawings and specifications.
- Support the team in responding to RFQs and complex customer requests.
Oversee Order Management Operations
- Ensure accurate and timely order processing and entry into ERP/MRP systems.
- Monitor order progress and coordinate transportation, delivery schedules, and customer communications.
- Participate in daily and weekly operational meetings to proactively identify and resolve order-related issues.
- Partner with Operations, Production, Supply Chain, Engineering, and Sales teams to ensure seamless execution.
Champion Customer Satisfaction
- Ensure prompt and thorough responses to customer inquiries and requests.
- Lead the resolution of customer concerns, order issues, and billing disputes.
- Create an environment focused on delivering "legendary customer service" at every customer touchpoint.
Support Business Growth
- Provide guidance to the team on pricing, product availability, formal quotations, and sales-related support.
- Help drive achievement of budget objectives for parts orders and shipments.
- Identify opportunities to improve processes, efficiency, and customer experience.
What You'll Bring:
- 10+ years of experience in customer support, inside sales, order management, or a related technical environment.
- 2+ years of leadership or supervisory experience.
- Strong technical aptitude, including the ability to interpret drawings and technical documentation.
- Experience preparing quotations, reviewing RFQs, and supporting commercial negotiations.
- Excellent written and verbal communication skills.
- Strong organizational and problem-solving abilities.
- Proficiency with Microsoft Office applications.
- Experience working with ERP systems (SAP experience is an asset).
Preferred Qualifications:
- College degree, preferably in a technical discipline.
- Experience within manufacturing, industrial equipment, engineered products, or aftermarket parts environments.
- Proven ability to build strong relationships with customers and cross-functional stakeholders.
- Experience operating successfully in a matrixed organization.
#LI-JO2
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
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