Customer Service Manager

Customer Service Manager

As the Regional Operations Support Manager, you will oversee end‑to‑end customer care management, ensuring an exceptional customer experience. You will manage a team responsible for order entry, product selection support, and ongoing order lifecycle management. The role is based in Brampton, ON (Toronto Service Centre) and reports to the Regional Operations Manager.

• Support accurate and timely entry of all customer orders, ensuring alignment with pricing, terms, and product specifications & BOMs.
• Track, communicate, and drive metrics such as order accuracy, order entry time, phone calls, emails, RMA’s, part setups, 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 contact center processes and develop sustainable, repeatable, and quantifiable process improvements.
• Lead, coach, and develop a high‑performing team, fostering a positive, customer‑centric culture.
• Model professional communication, problem‑solving, and customer‑first decision making.

• 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 and administrative skills, including computer skills (MS Office).
• Demonstrated proficiency in time and project management.
• Team oriented with the ability to influence others.
• Experience with Microsoft Dynamics 365 is a plus.

• 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.

• Competitive Salary
• Medical, Dental, Vision, Disability, 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 that 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.