Coordinator I, Customer Care

Company: Elkay Manufacturing
Location: Downers Grove
Posted on: March 16, 2023

Job Description:

Coordinator I, Customer Care

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.

* 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

REQUIREMENTS

* 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

Keywords: Elkay Manufacturing, Downers Grove , Coordinator I, Customer Care, Other , Downers Grove, Illinois