Customer Service Manager

Elkay Manufacturing•Brampton, ON

24d•Onsite

About The Position

Zurn Elkay Water Solutions Corporation is a thriving, values-driven, fast-growing, publicly traded company (NYSE: ZWS) with an enduring reputation for integrity, giving back, and providing an engaging, inclusive environment. Named by Newsweek as One of America’s Most Responsible Companies and an Energage USA Top Workplace, Zurn Elkay Water Solutions Corporation is a leading international supplier of plumbing and water delivery solutions, headquartered in Milwaukee, WI, with over 2800 employees worldwide across 24 locations. The company is a sustainability powerhouse, offering innovative, sustainable, specified, engineered water solutions and sustainable plumbing products that provide water safety, water quality, and water conservation. They enable customers to advance ESG initiatives and reduce operating costs, while providing safe, clean environments and access to potable water. The company has a deep commitment to Diversity, Equity & Inclusion, water, and environmental stewardship, and giving back to communities. The Customer Service Manager (Regional Operations Support Manager) oversees end-to-end customer care management to ensure an 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 accountable for 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, at the Toronto service Centre and will report to the Regional Operations Manager.

Requirements

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

Nice To Haves

Bachelor’s degree in a related field
Experience with d365

Responsibilities

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.