Director, Customer Care

Elkay Manufacturing•Downers Grove, IL

About The Position

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 Director Customer Care serves as a leader and role model to drive superior customer service which supports and enhances the overall customer experience. The position is responsible for partnering with the management team to align customer care department policies and systems, perform management/analysis of customer feedback to ensure effective and long-term problem resolution, and ensure all team members are developed and trained as necessary to ensure they possess in-depth knowledge of company products and programs on a continual basis.

Requirements

Bachelor’s Degree in Business, Operations, Supply Chain or related field
10+ years of related experience
7+ years in management role
Experience with Microsoft Dynamics, Oracle or other ERP software
Advanced skills in MS Office, primarily Excel and Access
Excellent problem resolution skills and a high level of attention to detail
Ability to positively communicate and demonstrate the company’s core values by developing trust and respect among peers, working as a team and partnering with individuals at all levels
Strong analytical and written communication skills
Strong interpersonal, organizational and follow-through skills
Highly flexible with a strong commitment to a deadline-oriented environment
Ability to travel to other locations as needed

Responsibilities

Establish customer service goals and support results through best practice leadership and management principles. This includes the identification and support of service Key Drivers (behaviors) that provide an outstanding customer experience.
Understand the causes of inconsistent performance by region and utilize influence with field partners to address those issues quickly and effectively.
Enforce best practices and business unit level action planning to support service objectives. Travel to business units will reinforce the message.
Drive service objectives through personal interaction/mentoring with field partners and through the support and enhancement of impactful recognition programs that reach the associate level.
Hold teams accountable for performance while maintaining the focus on the key driver behaviors.
Ensure training initiatives prominently include service objectives.
Make recommendations for organizational improvements to better support the customer experience.
Understand and react to the competitive landscape regarding all procedures and systems with a customer impact.
Identify opportunities to improve customer service operations and implement procedural changes that will enhance the support of our customers.
Monitor programs and procedures to ensure on-time delivery and customer satisfaction.
Maintain in-depth working knowledge of systems and processes.
Provide feedback to the company regarding service failures or customer concerns.
Provide feedback to operations team to ensure all customers have accurate and timely information on order status and/or changes.