Customer Care Manager - Siteworks

Elkay Manufacturing•Erie, PA

About The Position

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 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.

Requirements

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
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.

Nice To Haves

Experience with SalesForce and D365 a plus.

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.