Customer Service Manager

Customer Service Manager

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!

The Customer Service Manager (Regional Operations Support 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.

This position will reside in Brampton, ON, which is the location of our Toronto service Centre. This person will report to the Regional Operations Manager. This position will be responsible for managing and leading a team to execute the responsibilities as noted.

Key Accountabilities

• 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.

Qualifications/Requirements

• Bachelor’s degree in a related field (preferred)
• 7+ years’ experience in Customer Service/Customer Care
• 5+ years’ experience managing a Customer Service team
• Excellent communication and people skills
• Strong leadership skills
• Strong commitment to employee development and engagement
• Good writing/administrative skills, including computer skills (MS Office)
• Demonstrated proficiency in time and project management.
• Team oriented with the ability to influence others
• Experience with d365 a plus

Capabilities and Success Factors

• Business Insight – Applying knowledge of business and the marketplace to advance the organization’s goals.
• Customer Focused – Driven to provide world class Customer Service
• Action Oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Ensures Accountability – Holding self and others accountable to meet commitments.
• Drives Results – Consistently achieving results, even under tough circumstances.
• Being Resilient – Rebounding from setbacks and adversity when facing difficult situations.
• Competitive Salary
• Medical, Dental, Vision, Disability, AD&D, and Life Insurance
• Competitive vacation policy
• 12 Paid Holidays
• Annual Bonus Eligibility
• Educational Reimbursement
• DCPP with eligible matching
• Employee Stock Purchase Plan – purchase company stock at a discount!
• 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
• 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.**

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.