Customer Experience Manager: Leadership and Growth Opportunities

4 weeks ago

Burlington, Ontario, Canada Elkay Full time
About Elkay

At Elkay, we are a thriving values-driven company with a strong focus on doing the right things. We are a fast-growing publicly traded organization (NYSE: ZWS) with an enduring reputation for integrity, giving back, and providing an inclusive environment where careers flourish and grow.

We have been named by Newsweek as One of America's Most Responsible Companies and an Energage USA Top Workplace. Our people are at the center of our success, driving superior quality, product ingenuity, and exceptional customer experience. We are committed to their professional development, which has fueled our growth over 100 years as one of today's leading international suppliers of plumbing and water delivery solutions.

Salary and Benefits

The estimated salary for this position is $120,000 - $180,000 per year, depending on location and experience. We offer a competitive benefits package including medical, dental, vision, LTD, AD&D, and life insurance, as well as a vacation policy, 12 paid holidays, and annual bonus eligibility.

Job Description

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. This role requires leadership skills to manage a team of supervisors, customer experience representatives, and distributors. Key responsibilities include implementing strategic initiatives to support process improvement, creating and tracking key performance indicators, generating regular reports on customer service performance, and collaborating with internal departments to smooth order processes and increase customer satisfaction.

Required Skills and Qualifications
  • 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
Why Join Us?

As a valued member of our team, you will have opportunities for career growth and development, a dynamic work environment, and a chance to make a real difference in our customers' lives. If you are looking for a challenging and rewarding role that aligns with your passions and strengths, we encourage you to apply.

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