Building Products Customer Support Specialist

Zurn Elkay (Elkay Manufacturing); Calgary; On-site; CAD 52,000 - 72,000; Full time

Benefits offered by this job

Educational Reimbursement

Annual Bonus Eligibility

Employee Stock Purchase Plan

Job summary

Zurn Elkay Water Solutions Corporation is seeking a Building Products Customer Support Specialist to join the Hadrian team. You will serve as the primary liaison for our authorized distribution network, handling quotations, order management, and technical inquiries with a focus on accuracy and timely communication.

Working closely with engineering and production, you will develop product knowledge, resolve issues, and support sales channels to ensure exceptional customer experiences across

Qualifications

• 3-5 years of experience in a Customer Service/account management-related role.
• Experience supporting technical products is a plus.
• Strong communication and organizational skills required.

Responsibilities

• Interpret drawings to prepare quotations, submittals and layouts; review project specs for compliance.
• Reproduce floor plans in Hadrian software; may include AutoCAD drawings.
• Develop product knowledge to assess if offerings meet customer specs.
• Verify order status, ship dates, and process cases in the ERP system.
• Coordinate with engineering and production to solve technical issues and meet requirements.
• Provide customer and technical support; respond to calls and emails within SLAs.
• Collaborate with sales to deliver exceptional service and resolve issues.
• Report system bugs to IT and suggest process improvements.

Skills

Customer service

Communication

Multitasking

Attention to detail

Problem solving

Tools

JD Edwards ERP

AutoCAD

Project Center NEXT

FoxIt/Adobe Editor

MS Office

Job description

Building Products Customer Support Specialist

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!

BUSINESS UNIT

Hadrian is a worldwide supplier of quality toilet partition and locker products. Hadrian was the first manufacturer to powder coat toilet partitions and has continued to embrace new technologies and materials in order to offer architects, designers and end-users more flexibility in design. Hadrian’s wide range of toilet partition products includes; powder coated metal, stainless steel, embossed stainless steel, and solid plastic. Lockers are available in Emperor (corridor), Gladiator (athletic) and replacement front styles.

POSITION SUMMARY

As part of the Customer Service team, the Hadrian Customer Service Representative (CSR) is the key contact for the company’s authorized distribution network. Working within a team environment, the CSR is responsible for: producing layout drawings based on construction drawings & specifications using the company’s in house software, quoting & ordering projects, order management via JD Edwards ERP, managing customer accounts and promptly & effectively responding to inquiries & responding to & trouble-shooting product specific technical questions. Act as a liaison between the customer; internal engineering and production teams to ensure that product designs meet strict project requirements. Heavy emphasis on developing strong product knowledge and relationship building with your customers. The expectation from clients, agents and distributors is frequent and timely communication on project updates and lead times.

RESPONSIBILITIES

• Interpret architectural and construction drawings to produce & process accurate quotations, submittals and layout drawings; reviews project specifications to ensure product offering is in compliance
• Careful reproduction of floor plans into Hadrian software; may include supplemental AutoCAD drawings to understand the specification
• Learn and develop clear understanding of product knowledge in reference to Hadrian product offering (does Hadrian meet the customer’s specification needs?)
• Identify whether Hadrian offering meets codes in specific states in the US, such as ADA, AST, E84 and Fire Codes.
• Understand material and fabrication in relation to Hadrian’s ability meet custom Locker or Toilet Partition requests
• Proficiently navigates and maintains data in the JD Edwards ERP system to obtain order specific information about order status, ship dates and to process cases, credits & RMA
• Order management via JDE & PCN (company’s in house software) from order entry to post-shipment, including custom order entry and occasional AutoCAD drawings
• Effectively communicates and collaborates with engineering staff and production team to pursue and develop solutions to unique/custom projects using AutoCAD.
• Process and verify orders with a high level of accuracy; attention to detail is essential
• Daily and time sensitive review of orders on hold prior to releasing into production
• Ensure quality and accuracy of technical documentation, custom order entry and layout packages throughout the order lifecycle.
• Dedicated review of ETA’s; order statuses, shipment and freight quote requirements and coordination of Bills of Lading for pick up orders
• Review Credit holds on orders; issue credits and RMAs as required
• Provides effective customer and technical support; responds to calls and emails, meeting set Service Level Agreements to our sales agents and distributors; troubleshoots to resolve quality concerns for a wide range of products
• Supports & collaborates with sales channel to deliver exceptional customer support
• Effectively & proactively communicates with shipping, operations, engineering, accounting & IT teams to resolve issues and for improvement initiatives.
• Upon discovery, report system bugs to IT team
• Expectation of daily display of professionalism, communicate with honesty and empathy to customers
• Seek out and internalize feedback for continuous improvement both in your role and for the betterment of the department and Hadrian overall
• Regularly display a willingness to collaborate and assist others on the customer service team; pivoting between business unit sectors & product lines when necessary
• Assists in the development & implementation of department/company process changes and improvement initiatives
• Contributes to the overall functioning of the team by maintaining awareness of emerging issues and sharing best practices, both internally and externally, and building effective working relationships across the team and company
• Other duties as requested

SKILLS

• 3-5 years of experience in a Customer Service/account management-related role, preferably supporting a specialized or technical product
• Excellent communication skills - written and verbal
• Ability to multitask with excellent organizational skills
• Demonstrated initiative and attention to detail
• Proven problem solving ability to troubleshoot and think critically in order to successfully resolve issues
• Strong computer proficiency including MS Office suite (Outlook, Word, Excel, Power Point) & working in multiple systems simultaneously
• Ability to learn and master JD Edwards ERP, Project Center NEXT & AutoCAD
• Ability to learn, understand and interpret specifications, construction documents and blueprints
• Working knowledge of JD Edwards or other large ERP systems a strong asset
• Working knowledge of eCommerce and/or EDI an asset
• Working knowledge of FoxIt or Adobe Editor an asset
• Experience in a manufacturing environment an asset

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.