Customer Service Manager

1 week ago

Burlington, Canada Elkay Full time

Zurn Elkay Water Solutions Corporation is a thriving, values-driven company focused on doing the right things. We’re a fast growing, publicly traded company (NYSE: ZWS), with an enduring reputation for integrity, giving back, and providing an engaging, inclusive environment where careers flourish and grow.

Named by Newsweek as One of America’s Most Responsible Companies and an Energage USA Top Workplace, at Zurn Elkay Water Solutions Corporation, we never forget that our people are at the center of what makes us successful. They are the driving force behind our superior quality, product ingenuity, and exceptional customer experience. Our commitment to our people and their professional development is a recipe for success that has fueled our growth for over 100 years, as one of today’s leading international suppliers of plumbing and water delivery solutions.

Headquartered in Milwaukee, WI, Zurn Elkay Water Solutions Corporation employs over 2800 employees worldwide, working from 24 locations across the U.S., China, Canada, Dubai, and Mexico, with sales offices available around the globe. We hope you’ll visit our website and learn more about Zurn Elkay at zurnelkay.com.

If you’re ready to join a company where what you do makes a difference and you have pride in the work you are doing, talk to us about joining the Zurn Elkay Water Solutions Corporation family

BUSINESS UNIT

Hadrian is a worldwide supplier of quality toilet partition and locker products. Hadrian was the first manufacturer to powder coat toilet partitions and has continued to embrace new technologies and materials in order to offer architects, designers and end-users more flexibility in design. Hadrian’s wide range of toilet partition products includes; powder coated metal, stainless steel, embossed stainless steel, and solid plastic. Lockers are available in Emperor (corridor), Gladiator (athletic) and replacement front styles.

POSITION SUMMARY

The Customer Experience Manager is responsible for developing an internal team of highly productive customer support representatives who can exceed our internal/external customer expectations. The Customer Experience Manager is also required to lead the department’s process improvement efforts to achieve our Continuous Improvement (#CI) annual goals while improving our efficiency and ease of doing business.

RESPONSIBILITIES

Manage a team of 3 Supervisors, 10 CERs and 500+ distributors.

Implements and executes strategic initiatives to support process improvement.

Create, track KPI’s for department workload for monthly analytics and accountability.

Generate regular reports on customer service performance and present findings and recommendations to senior management.

Collaborate with internal departments (Finance, Operations, Planning, Sales, IT) to smooth order process and increased customer satisfaction.

Communicate product launches and process updates to team and customers.

Collaboration on improvement to quoting and ordering software.

Create a program for employee development and establish a funnel for attrition .

Maintain accurate records of customer interactions, transactions, comments, and complaints in the ERP/CRM system.

SKILLS

Proven experience in a customer service management role, preferably in a B2B manufacturing or construction industry.

Exceptional leadership and team management skills.

Strong communication and interpersonal skills.

Problem-solving abilities and a customer-focused mindset.

Proficiency in ERP (JDE/Oracle), CRM software and Microsoft Office Suite.

Analytical skills to interpret data and make informed decisions.

Excellent organizational and time-management skills.

EDUCATION AND EXPERIENCE REQUIREMENTS

Degree in Business Administration, Marketing, or related field (or equivalent work experience)

5+ years of customer service management experience

Experience in organizing meetings, presenting weekly and monthly updates to team.

Microsoft 365 suite of products

Ability to travel to locations in Canada and the U.S.

CORE COMPETENCIES

Customer Centric focus.

Communication

Time Management

Account Management

Construction Drawing

Project Management

Total Rewards and Benefits
  • Medical, Dental, Vision, LTD, AD&D, and Life Insurance
  • Competitive vacation policy
  • 12 Paid Holidays
  • Annual Bonus Eligibility
  • Educational Reimbursement
  • DCPP with eligible matching

**THIRD PARTY AGENCY: Any unsolicited submissions received from recruitment agencies will be considered property of Zurn Elkay, and we will not be liable for any fees or obligations related to those submissions.**

Zurn Elkay is an equal opportunity employer who provides an inclusive and diverse work environment. We are committed to providing reasonable accommodations for applicants upon request at any stage of the recruitment process.

What happens when two remarkable sustainability leaders come together as one?
A sustainability powerhouse is born, making a splash in the markets they serve and saving the planet one innovative installation at a time.

In early 2022, Zurn Water Solutions Corporation, a market leader in smart, sustainable water solutions, and Elkay Manufacturing, a commercial drinking water solutions leader, agreed to combine their two exceptional firms to become a single water solutions powerhouse.

Together, the combined company offers a comprehensive package of innovative, sustainable, specified, engineered water solutions and sustainable plumbing products that provide water safety, water quality, and water conservation through critical service environments, while delivering total building solutions for new construction and retrofit applications around the globe. Our innovative solutions enable customers to advance their ESG initiatives and reduce operating costs while providing students, patients, patrons, and people within public and private spaces a safe, clean environment and access to fresh, pure, potable water – the essence of life itself.

What makes Zurn Elkay Water Solutions Corporation special is our people and our culture.

While playing a leading role in sustainability and water access are remarkable, what makes Zurn Elkay’s story so compelling is the alignment of the two well-respected companies with powerful legacies and a combined 224-year company history and shared values and cultures where people matter most.

Sustainably inspired, the company has a deep commitment to Diversity, Equity & Inclusion, water, and environmental stewardship, and giving back to the communities where we live, work and play. Our powerful legacy of caring and commitment is made possible by the exceptional people that embody Zurn Elkay’s values.

We are looking for innovative, energetic people who want to help solve tomorrow’s challenges today. Our Total Associate Engagement core value means we work hard to ensure our associates have opportunities to grow and an inclusive culture in which to thrive. From formal training to on-the-job development and exposure to new businesses, when you join Zurn Elkay, you will join a collaborative organization that will give you opportunities to thrive and grow.

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