Supervisor

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!

The Customer Experience Supervisor is responsible for supervising and training a team of customer care associates who's responsibilities are to assist external users of the organization's technical products or services, by answering questions and solving problems involved in their use.
 
They are responsible for the leadership of a team of Customer Care Representatives, and are focused on ensuring the team is performing at the highest level, through regular coaching and development. 
 
They have direct accountability for making personnel decisions including executing performance management processes necessary to drive expected goals and service levels.
 
Identifies, designs and implements processes and procedures, and regular ongoing improvements, to advance the team toward world-class service.
 
Learn all of the Hadrian and World Dryer offerings in order to educate and make recommendations to the internal team and customers.

Essential Job Functions:

• Supervises & oversees the day-to-day operations of a group of customer experience personnel.

• Coordinates referrals to appropriate technical, professional, or service personnel for follow-up.  

• Monitors team output and responsiveness to telephone calls, emails, orders, quotes and order holds.

• Develops initiatives and programs to support Continuous Improvement (#CI).  Drive improvements in Customer Service quality & efficiency and work to standardize it across the business.

• Ensure SWI's (Standard Work Instructions) are always up to date and circulated to the team.

• Optimize and coordinate workflow for high efficiency and positive customer experience.

• Responsible for training and development of staff, estimating personnel needs, assigning work, meeting completion dates, interpreting and ensuring consistent application of organizational policies.

• Screens incoming and outgoing calls and emails to ensure quality, customer service, and adherence to the policies and procedures of the organization.

• Treat review of quotes, orders and credits with a sense of urgency

• Support customer experience members to ensure workloads are covered during vacations and holidays to include order entry, quotation preparation, customer follow up and internal follow up

• Collaborates with other departments to improve customer (internal/external)-impacting processes

• Provides feedback to assist in the creation of performance improvement goals and the development of training programs.

• Creates a training plan for department to include process flows, product knowledge and internal systems updates

• Conducts team training and creates onboarding program for new hires.

• Drives positive culture and morale through recognizing, rewarding and empowering staff

• Clearly communicate performance/quality gaps with each team member through consistent on-the-spot feedback and personal 1:1 meetings; document results

• Provide progressive discipline to employees falling short of expectations.

• Be an example and uphold and enforce Zurn Elkay Standards of Conduct Policy

• Troubleshoot and provide alternatives to customers when expectations fall short

• Escalate urgent customer and internal issues to Manager

• Assist planning team with requests to assign materials or block out time in the production schedule.

• Assist Sales Team for coordination of on-site visits which may include employees from out of town or customers

• Assist IT team when system(s) testing is needed

• Understand and assist with ZE Global Trade Compliance

• Be familiar with E-Commerce accounts and their requirements

• Learn Image Silo for export documents and act as back up

• Become familiar with custom product requests

• Travel up to 15% of the time

Education & Experience:

• Bachelor’s degree or minimum of 5 years of related experience

• Project Management experience

• Proven implementation of process improvement

• Strong desire to lead, mentor and engage people

• Enthusiastic about & energized by providing superior customer support

• Results driven - able to delegate and motivate people for results

• Demonstrated ability to effectively flex communication styles

• Process-improvement focused

• Strong ability/attention to time management & prioritization

• Familiarity with JD Edwards, AutoCAD software

• Comprehension of architectural drawings

• Manufacturing experience preferred

• Excellent interpersonal and communication skills (written and verbal)

• Ability to work well in a team setting in a respectful manner

• Thorough knowledge of MS Office including Excel, PowerPoint, Word and Outlook

• Keen attention to detail

Total Rewards and Benefits

• 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.