Job Information
Elkay Customer Care Manager - Siteworks in Erie, Pennsylvania
Customer Care Manager - Siteworks
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.
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!
If you are a current employee, please navigate here (http://www.myworkday.com/elkay/d/inst/13102!CK5mGhIKBggDEMenAhIICgYI1A0Q2AI*nsH-3y_ndUM/cacheable-task/2998$46522.htmld) to apply internally.
The Siteworks Customer Care Manager oversees the end-to-end customer care management to ensure exceptional customer experience. This role leads a team responsible for order entry, product selection support, and ongoing order lifecycle management, while driving operational excellence through visual daily management and continuous improvement practices. The manager is held accountable to delivering customer care metrics that improve the overall customer experience, including phone calls, case management, and order entry.
Responsibilities
Oversee accurate and timely entry of all customer orders, ensuring alignment with pricing, terms, and product specifications & BOM’s.
Track, communicate, and drive metrics such as order accuracy, order entry time, phone calls, emails, RMA’s , part set ups, and others.
Leverage call & email trends to understand root causes of customer questions and work cross functionally to proactively address these gaps in information availability.
Identify inefficiencies in order processing, communication, or systems, and lead improvement projects to reduce waste and improve service quality.
Develop standard workflows, quality checks, and service-level expectations for metrics.
Implement and maintain visual management systems (e.g. dashboards, KPIs, workflow displays) to increase team transparency, alignment, and accountability.
Lead daily Gemba meetings to review performance, escalation issues, allocate resources, and communicate priorities.
Champion a culture of continuous improvement using Lean, Six Sigma, or similar methodologies.
Partner with IT and business stakeholders to optimize CRM, ERP, and other systems supporting the customer care function.
Analyzes and measures the effectiveness of existing contact center processes and develops sustainable, repeatable, and quantifiable process improvements.
Lead, coach, and develop a high-performing customer care team, fostering a positive, customer-centric culture.
Model professional communication, problem-solving, and customer-first decision making.
Experience and Skill Required
Bachelor’s Degree or equivalent experience.
7+ years in Customer Service & 5+ years in Customer Service Management
Must be detail-oriented and versatile
Proficient with data management and strong problem-solving skills necessary.
Ability to communicate well on different levels within the organization and with customers.
Team oriented with the ability to influence others.
Strong leadership skills.
High level of energy, drive, enthusiasm, initiative, commitment and professionalism
Experience with SalesForce and D365 a plus.
Leadership Competencies
Action Oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
Customer Focus – Building strong customer relationships and delivering customer-centric solutions.
Instills Trust – Gaining the confidence and trust of others through honesty, integrity, and authenticity.
Optimizes Work Processes – Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
Self-Development – Actively seeking new ways to grow and be challenged using both formal and informal development channels.
Total Rewards and Benefits
Competitive Salary
Medical, Dental, Vision, STD, LTD, AD&D, and Life Insurance
Matching 401(k) Contribution
Health Savings Account
Up to 3 weeks starting Vacation (may increase with tenure)
12 Paid Holidays
Annual Bonus Eligibility
Educational Reimbursement
Matching Gift Program
Employee Stock Purchase Plan – purchase company stock at a discount!
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.
Equal Opportunity Employer – Minority/Female/Disability/Veteran
Zurn Elkay Water Solutions Corporation
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.