Customer Service Manager

Zurn Elkay Water Solutions; Brampton; On-site; CAD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive Salary

Medical, Dental, Vision Insurance

12 Paid Holidays

Annual Bonus Eligibility

Educational Reimbursement

Job summary

Zurn Elkay Water Solutions in Brampton, Canada, is seeking a Customer Service Team Leader with over 7 years of experience in customer care. The candidate will manage a customer care team, support accurate order entry, and lead process improvement initiatives. Bachelor’s degree preferred, with strong leadership and communication skills. The position offers competitive salary and benefits including medical, dental, and educational reimbursement.

Qualifications

• 7+ years’ experience in Customer Service/Customer Care.
• 5+ years’ experience managing a Customer Service team.
• Excellent communication and people skills.

Responsibilities

• Support accurate and timely entry of all customer orders.
• Identify inefficiencies in order processing and lead improvement projects.
• Develop standard workflows and quality checks.

Skills

Excellent communication and people skills

Strong leadership skills

Good writing/administrative skills

Team oriented with ability to influence others

Demonstrated proficiency in time and project management

7+ years’ experience in Customer Service

5+ years’ experience managing a Customer Service team

Experience with d365

Education

Bachelor’s degree in a related field

Tools

MS Office

CRM and ERP systems

Job description

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, 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, we employ over 2800 employees worldwide, working from 24 locations across the U.S., China, Canada, Dubai, and Mexico, with sales offices available around the globe. If you’re ready to join a company where what you do makes a difference, talk to us about joining the Zurn Elkay family.

Key Accountabilities

• 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 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.
• Analyze and measure the effectiveness of existing contact center processes and develop 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.

Qualifications / Requirements

• Bachelor’s degree in a related field (preferred)
• 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
• Experience with d365 a plus

Capabilities and Success Factors

• Business Insight – Applying knowledge of business and the marketplace to advance the organization’s goals.
• Customer Focused – Driven to provide world class Customer Service.
• Action Oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Ensures Accountability – Holding self and others accountable to meet commitments.
• Drives Results – Consistently achieving results, even under tough circumstances.
• Being Resilient – Rebounding from setbacks and adversity when facing difficult situations.

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!

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.