Elkay
Customer Service Manager
Brampton, Ontario
Sponsorship not specifiedDetected 12 days ago
CRMProcess ImprovementERPCustomer SupportLeadershipCommunicationProblem SolvingMicrosoft Office
About the role
- 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.
- They are the driving force behind our superior quality, product ingenuity, and exceptional customer experience.
Compensation
- Competitive Salary
Company info
- Support 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.
- Bachelor's degree in a related field (preferred)
- 7+ years' experience in Customer Service/Customer Care
This listing is sourced directly from Elkay's careers page and normalized into a canonical job model.