Customer Service Manager

Customer Service ManagerZurn 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 UNITHadrian 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 SUMMARYThe 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.RESPONSIBILITIESManage 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.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 REQUIREMENTSDegree in Business Administration, Marketing, or related field (or equivalent work experience)5+ years of customer service management experienceExperience in organizing meetings, presenting weekly and monthly updates to team.Microsoft 365 suite of productsAbility to travel to locations in Canada and the U.S.CORE COMPETENCIESCustomer Centric focus.CommunicationTime ManagementAccount ManagementConstruction DrawingProject ManagementCompetitive SalaryMedical, Dental, Vision, LTD, AD&D, and Life InsuranceCompetitive vacation policy12 Paid HolidaysAnnual Bonus EligibilityEducational ReimbursementDCPP 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.