Job Information
Elkay Customer Care Coordinator in Downers Grove, Illinois
Customer Care Coordinator
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!
The Customer Care Coordinator I is the Face of Elkay to our customers. The main goal is to provide world-class service and ensure customer needs are addressed using a customer experience approach that strives to be personal, effortless and exceptional. This position provides a vast array of information and assistance to our customers including product features/benefits, inventory availability, order changes and status, and shipping details. The Customer Care Coordinator I is also the Voice of Our Customer which is captured in our Customer Relationship Management (CRM) tool, Pulse. This position partners closely with internal teams such as Sales, Planning, Logistics, Sales Operations, and our Plants/Distribution Centers to support our customers.
This position is located onsite at our Downers Grove, IL location. Hybrid work environment.
Responsibilities:
Answer inbound calls, emails, and web inquiries using the first-contact resolution process while maintaining department quality and production metrics.
Document all customer interactions and conversations in the appropriate Pulse CRM fields and update pertinent information into Oracle order notes.
Maintain an in-depth knowledge of our products, both existing and new
Provide proactive solution-based support and product recommendations, using basic upsell and cross-sell techniques to provide product and service alternatives when needed.
Perform detailed research into returns, replacements, short-shipments, etc. to accurately process credits/debits for customer accounts within required timeframe.
Complete assigned reports (holds, unscheduled lines, etc.) individually and in partnership with teammates.
Demonstrate and uphold a sense of genuine care and urgency so customers feel well-supported.
Collaborate and build cross functional relationships with internal and external customers, including within their team.
Qualifications:
High school degree or equivalent required.
1+ years of customer service experience.
Experience with CRM and ERP systems preferred.
Bilingual preferred.
Critical thinking, analytical, research and problem-solving skills.
Demonstrated ability to multi-task and effectively pivot between multiple priorities.
Able to clearly and professionally articulate ideas, explanations, and solutions verbally and in writing.
Energized by and passionate about helping others.
Sound decision-making skills.
Able to work independently with initiative, as well as collaboratively within a team.
Capable of recognizing and flexing to communication styles and personality types different from one’s own.
Technical aptitude for plumbing industry and product.
Active listening skills MS Office suite proficiency with a focus on Excel, Teams, Word and Outlook.
Total Rewards and Benefits
Competitive Salary
Medical, Dental, Vision, STD, LTD, AD&D, and Life Insurance
Matching 401(k) Contribution
Health Savings Account
Educational Reimbursement
Matching Gift Program
Equal Opportunity Employer – Minority/Female/Disability/Veteran
Zurn Elkay Water Solutions Corporation
What happens when two remarkable sustainability leaders come together as one?
A sustainability powerhouse is born, making a splash in the markets they serve and saving the planet one innovative installation at a time.
In early 2022, Zurn Water Solutions Corporation, a market leader in smart, sustainable water solutions, and Elkay Manufacturing, a commercial drinking water solutions leader, agreed to combine their two exceptional firms to become a single water solutions powerhouse.
Together, the combined company offers a comprehensive package of innovative, sustainable, specified, engineered water solutions and sustainable plumbing products that provide water safety, water quality, and water conservation through critical service environments, while delivering total building solutions for new construction and retrofit applications around the globe. Our innovative solutions enable customers to advance their ESG initiatives and reduce operating costs while providing students, patients, patrons, and people within public and private spaces a safe, clean environment and access to fresh, pure, potable water – the essence of life itself.
What makes Zurn Elkay Water Solutions Corporation special is our people and our culture.
While playing a leading role in sustainability and water access are remarkable, what makes Zurn Elkay’s story so compelling is the alignment of the two well-respected companies with powerful legacies and a combined 224-year company history and shared values and cultures where people matter most.
Sustainably inspired, the company has a deep commitment to Diversity, Equity & Inclusion, water, and environmental stewardship, and giving back to the communities where we live, work and play. Our powerful legacy of caring and commitment is made possible by the exceptional people that embody Zurn Elkay’s values.
We are looking for innovative, energetic people who want to help solve tomorrow’s challenges today. Our Total Associate Engagement core value means we work hard to ensure our associates have opportunities to grow and an inclusive culture in which to thrive. From formal training to on-the-job development and exposure to new businesses, when you join Zurn Elkay, you will join a collaborative organization that will give you opportunities to thrive and grow.