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Supervisor – Customer Support Team
| Company | Xylem |
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| Location | Waukesha, WI, USA |
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| Salary | $95000 – $110000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Senior, Expert or higher |
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Requirements
- College degree is preferred, preferably in a technical field
- 10+ years of work experience in a technical field / customer support function
- Technical aptitude; the ideal candidate will have prior experience reviewing drawings and other technical documents
- Commercial acumen – able to read RFQs from customers, prepare quotations, and prepare and negotiate terms and conditions as necessary
- Strong communication skills, both written and oral – able to communicate clearly and build trust and partnership with internal and external stakeholders as well as our customers
- Ability to work in a fast-paced environment with a diverse workforce and customer base in a matrixed organization
- Proficient in the use of Microsoft Office
Responsibilities
- Review parts quotations with the ISR team to ensure accuracy of the proposals and establish sell prices & lead times based on established pricing guidelines, market conditions, and recent customer history
- Oversee the activities of the customer support group for order processing & management, including review of orders for accuracy against the proposals, timely and accurate entry of orders into the MRP system, tracking of order progress, coordination of transportation, and response to customer comments and requests
- Coordinate with team to resolve billing issues related to customer disputes as relayed from A/R collections team
- Provide oversight to team regarding price & availability, formal quotations and other pre and post order support functions for standard and some specialty products and services
- Provide oversight and management of the ISR team including managing personnel schedules, coverage for vacations & absences, approval of team’s time and overtime, creating development plans and providing feedback and guidance to team through the CPG review process
- Develop and drive plans to meet established budgets for parts orders and shipments
Preferred Qualifications
No preferred qualifications provided.
