Customer Care Manager - Siteworks

Zurn Elkay Water Solutions•Erie, PA

21h•Onsite

About The Position

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

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.