Customer Service Manager - Burlington, Canada - Zurn Elkay Water Solutions

Zurn Elkay Water Solutions
Zurn Elkay Water Solutions
Verified Company
Burlington, Canada

1 week ago

Sophia Lee

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Sophia Lee

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Description
Customer Service Manager


_ The Company_:

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.

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.

***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.
  • Problemsolving abilities and a customerfocused mindset.
  • Proficiency in ERP (JDE/Oracle), CRM software and Microsoft Office Suite.
  • Analytical skills to interpret data and make informed decisions.
  • Excellent organizational and timemanagement 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_:


  • 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




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.
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