Architectural Customer Experience Representative

Elkay; Alberta (VA); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading plumbing solutions company is seeking an Architectural Customer Experience Representative. This role focuses on managing customer accounts, responding to inquiries, and producing layout drawings. The ideal candidate has 3-5 years of experience in customer service, excellent communication skills, and a strong technical background. This position offers a competitive hourly rate along with substantial benefits in a collaborative work environment.

Benefits

Competitive Salary

Medical, Dental, and Vision Insurance

Matching 401(k) Contribution

Paid Vacation and Holidays

Annual Bonus Eligibility

Educational Reimbursement

Employee Stock Purchase Plan

Qualifications

• Experience supporting a specialized or technical product.
• Strong computer proficiency and ability to learn multiple systems.
• Ability to interpret blueprints and construction documents.

Responsibilities

• Produce layout drawings based on specifications.
• Manage customer accounts and handle inquiries promptly.
• Communicate effectively with sales, engineering, and production teams.

Skills

Communication skills

Organizational skills

Problem solving

Multitasking

Technical product support experience

Education

3-5 years in Customer Service/account management

Tools

JD Edwards ERP

AutoCAD

MS Office Suite

Job description

Overview

Architectural Customer Experience Representative

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 and 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
• 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 and RMAs
• Order management via JDE and PCN 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 ETAs; 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
• Provide effective customer and technical support; respond to calls and emails, meeting service level agreements to sales agents and distributors; troubleshoot to resolve quality concerns for a wide range of products
• Support and collaborate with sales channel to deliver exceptional customer support
• Communicate with shipping, operations, engineering, accounting and IT teams to resolve issues and for improvement initiatives
• Report system bugs to IT upon discovery
• Maintain daily professionalism, communicate with honesty and empathy to customers
• Seek out and internalize feedback for continuous improvement in role and department
• Collaborate and assist others on the customer service team; pivot between business unit sectors & product lines when necessary
• Assist in the development and implementation of department and company process changes
• Contribute to overall team functioning and share best practices across the 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 to resolve issues
• Strong computer proficiency including MS Office suite and ability to work in multiple systems
• Ability to learn and master JD Edwards ERP, Project Center NEXT and AutoCAD
• Ability to learn, understand and interpret specifications, construction documents and blueprints
• Working knowledge of JD Edwards or other large ERP systems is a strong asset
• Working knowledge of eCommerce and/or EDI is an asset
• Working knowledge of FoxIt or Adobe Editor is an asset
• Experience in a manufacturing environment is an asset

Salary Range: The compensation range identified below is a good faith estimate of the salary expected to be paid as performed from these locations. Actual salaries may vary based on skillset, experience, education and other factors. Most candidates will start in the lower half of the range.

• Competitive Hourly Rate - $22.29-27.31

Total Rewards and Benefits

• Competitive Salary
• Medical, Dental, Vision, STD, LTD, AD&D, and Life Insurance
• Matching 401(k) Contribution
• Health Savings Account
• Up to 3 weeks starting Vacation (may increase with tenure)
• 12 Paid Holidays
• Annual Bonus Eligibility
• Educational Reimbursement
• Matching Gift Program
• 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.

Equal Opportunity Employer – Minority/Female/Disability/Veteran