Customer Service Team Leader

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

The Customer Service Team Leader is responsible for leading and optimizing customer service operations within a multinational environment, ensuring that key customers receive outstanding service and support. The role will coordinate and supervise the support to direct customers for the domestic Market and distributors for the EMEA Region. The role involves managing a customer service team, developing service standards and policies, analyzing performance metrics, and handling escalations to guarantee a high level of customer satisfaction. 

Main Responsibilities: 

• Lead and manage the customer service team, motivating staff and ensuring consistent service quality across EMEA regions.  

• Oversee day‑to‑day customer service operations, ensuring timely and efficient handling of inquiries and requests. 

• Interact with key customers, distributors and sales teams addressing complex issues, complaints, and escalations promptly and effectively.  

• Develop, implement, and maintain customer service policies, procedures, and service standards aligned with global business objectives.  

• Monitor and analyze performance metrics and KPIs (e.g., service levels, customer satisfaction, response times).  

• Collaborate cross‑functionally with Sales, Supply Chain, Quality, and Finance to resolve issues impacting customer experience. 

• Drive continuous improvement initiatives to enhance service efficiency, customer satisfaction, and team capabilities. 

• Train, mentor, and develop team members, identify skill gaps, and provide development opportunities. 

• Prepare periodic reports and documentation summarizing customer interactions, service trends, and improvement actions.  

• Maintain strong knowledge of company products and services to provide accurate and effective customer support.

  

Skills and Competencies: 

• Strong leadership and team management skills.  

• Excellent verbal and written communication skills. 

• Expertise in problem‑solving and managing complex escalations.  

• Data‑driven mindset with the ability to analyze KPIs and customer insights. 

• Ability to thrive in dynamic and multicultural environments.

 

Required Qualifications: 

• Bachelor's degree in Economics/Management Engineering or related field. 

• Proven experience in customer service or project management roles, ideally within a multinational organization. 

• 3+ years of experience in managing teams and working directly with high‑value or strategic customers. 

• Solid understanding of order management and customer‑to‑cash processes with a focus on export transactions.

• Solid knowledge of the English language

 

Preferred Qualifications:

• Additional language skills (i.e. French). 

• Proficiency with CRM tools / SAP ERP and customer service platforms

  

LOCATION: Montecchio Maggiore (VI)

CONTRACT: Permanent - Hybrid

BENEFIT: Company bonus and company canteen

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.