Customer Service Operations Director

2 days ago

Burlington, Ontario, Canada Elkay Full time

As a Customer Service Operations Director at Zurn Elkay Water Solutions Corporation, you will lead a team of highly productive customer support representatives to exceed internal and external customer expectations.

The Customer Experience Leadership Manager is responsible for developing strategic initiatives to support process improvement, creating and tracking key performance indicators (KPIs), and generating regular reports on customer service performance.

Our ideal candidate will have exceptional leadership and team management skills, strong communication and interpersonal skills, problem-solving abilities, and a customer-focused mindset.

In this role, you will collaborate with internal departments to smooth order processes and improve customer satisfaction, communicate product launches and process updates to the team and customers, and maintain accurate records of customer interactions and transactions.

Elkay prioritizes employee development and offers a program to support growth and retention. If you have a passion for delivering exceptional customer experiences and leading high-performing teams, we encourage you to apply for this exciting opportunity.

Responsibilities:

  • Manage a team of Supervisors, Customer Experience Representatives, and distributors.
  • Implement strategic initiatives to support process improvement.
  • Develop and track KPIs for department workload.
  • Generate regular reports on customer service performance.
  • Collaborate with internal departments to improve order processes and customer satisfaction.
  • Communicate product launches and process updates to the team and customers.
  • Maintain accurate records of customer interactions and transactions.

Requirements:

  • Bachelor's degree in Business Administration, Marketing, or a related field.
  • 5+ years of customer service management experience.
  • Exceptional leadership and team management skills.
  • Strong communication and interpersonal skills.
  • Problem-solving abilities and a customer-focused mindset.

What We Offer:

  • Competitive salary.
  • Medical, dental, vision, LTD, AD&D, and life insurance.
  • Competitive vacation policy.
  • 12 paid holidays.
  • Annual bonus eligibility.
  • Educational reimbursement.
  • DCPP with eligible matching.

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