Manager – Regional Operations Support

Zurn Elkay Water Solutions•Erie, PA

5d•Onsite

About The Position

The Manager of Regional Operation Support oversees regional customer service and operations, ensuring efficiency in order management, backlog resolution, and customer satisfaction. They drive process improvements, manage escalations, and align regional performance with corporate KPIs. Manages the execution of all aspects of customer delivery for demand and fulfillment targets. Manages the regional sales backlog, product fulfillment within our Rep warehouses, and customer relations. Partners with Area Sales Manager and Service Center Operations team to deliver on sales targets and overall customer satisfaction for the region. Monitors inventory levels to manage expenses, minimize loss, and maximize revenue. Ensure that goods are dispatched on time to the appropriate destinations and in the expected quantities. Manages the distribution of products to ensure maximum efficiency, quality, and customer service at the least possible cost. Oversees customer order workflows and resolve shipment issues with Operations teams. Manages regional sales backlogs, and identify operational inefficiencies with Operation team. Utilizes software tools (e.g. Salesforce, Microsoft Dynamics 365) for reporting and training. Handles escalations and improves customer experience. Familiar with a variety of field concepts, practices, and procedures. Rely on experience and judgement to plan and accomplish goals. Leads and directs the work of others. A wide degree of creativity and latitude is required. Develops team members, builds engagement, and reinforces accountability through clear expectations and coaching.

Requirements

Bachelor's Degree or equivalent experience.
5 years in the field or in a related area.
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.
Ability to work well on your own and in a team environment.
Proven success leading teams in high-volume, customer-facing operations.
High level of energy, drive, enthusiasm, initiative, commitment and professionalism.
Extremely strong problem solver and communication skills.

Nice To Haves

Experience leveraging analytics, AI, and automation to improve efficiency and customer experience preferred.

Responsibilities

Manages the execution of all aspects of customer delivery for demand and fulfillment targets.
Manages the regional sales backlog, product fulfillment within our Rep warehouses, and customer relations.
Partners with Area Sales Manager and Service Center Operations team to deliver on sales targets and overall customer satisfaction for the region.
Monitors inventory levels to manage expenses, minimize loss, and maximize revenue.
Ensure that goods are dispatched on time to the appropriate destinations and in the expected quantities.
Manages the distribution of products to ensure maximum efficiency, quality, and customer service at the least possible cost.
Oversees customer order workflows and resolve shipment issues with Operations teams.
Manages regional sales backlogs, and identify operational inefficiencies with Operation team.
Utilizes software tools (e.g. Salesforce, Microsoft Dynamics 365) for reporting and training.
Handles escalations and improves customer experience.
Develops team members, builds engagement, and reinforces accountability through clear expectations and coaching.