Customer Support Team Leader

5 days ago

Sydney, New South Wales, Australia Xylem Full time $90,000 - $120,000 per year

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

This role focuses on improving customer experience from sales to after-sales support. It supports the sales team by handling customer enquiries, assigning tasks, and ensuring quick, professional responses. The role also helps build team knowledge and improve processes to deliver better service.

Key Responsibilities:

  • Lead and mentor a team of customer support professionals to ensure exceptional service delivery.
  • Triages, handles and direct enquiries from customers via phone, email, and website.
  • Prepare quotes, enter sales orders, and purchase orders, complete paperwork and advise production and distribution team or urgent or special orders.
  • Support the sales team by ensuring customer inquiries, orders, and concerns are handled promptly and effectively.
  • Design, implement, and continuously improve standardised business processes to enhance the customer experience.
  • Promote a culture of continuous improvement and customer satisfaction.
  • Ensure operational efficiency through effective systems, reporting, and team engagement.

Skills and Experience:

  • Proven experience in a team leadership role within a customer service or support environment.
  • Previous experience in the Water Industry or demonstrated mechanical aptitude.
  • Tertiary qualifications in Engineering or a related STEAM discipline (Science, Technology, Engineering, Arts, Mathematics).
  • 3–5 years experience in an Engineering or Sales role is highly desirable.
  • Strong passion for process improvement and delivering exceptional customer service.
  • Proficient in ERP and CRM systems; SAP experience is preferable.
  • Safety- and compliance-focused, with a strong understanding of industry standards.
  • Solid people management skills, with the ability to lead, support, and develop team members effectively.

Benefits:

  • Training and Career Development
  • Company Bonus Program
  • Subsidised Health Insurance for you and your immediate family
  • Gym Membership discounts and other wellbeing benefits
  • Company funded Income Protection.
  • Opportunity to make a difference and become part of Xylems volunteer program "Watermark".

Apply Now to become part of a loyal, hardworking team and join us on our journey to solve water

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.

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