Supervisor, Customer Care, Burlington

Supervisor, Customer Care

The Customer Experience Supervisor is responsible for supervising and training a team of customer care associates who assist external users of the organization’s technical products or services by answering questions and solving problems involved in their use. They lead the team to deliver high‑level customer service, provide coaching, make personnel decisions, and develop processes to achieve world‑class service.Essential Job Functions

Supervises and oversees day‑to‑day operations of a customer experience personnel group. Coordinates referrals to technical, professional, or service personnel for follow‑up. Monitors team output and responsiveness to calls, emails, orders, quotes, and holds. Develops initiatives and programs to support continuous improvement.Drives improvements in customer service quality and efficiency and works to standardize it across the business. Ensures standard work instructions (SWI) are up to date and circulated. Optimizes workflow for high efficiency and positive customer experience. Estimates personnel needs, assigns work, meets completion dates, and interprets policies for training and development.Screens calls and emails to ensure quality, customer service, and adherence to policies. Reviews quotes, orders, and credits with urgency. Supports workload coverage during vacations and holidays. Collaborates with other departments to improve customer‑impacting processes. Provides feedback to improve performance and training programs.Creates training plans, conducts team training, and onboarding of new hires. Drives positive culture through recognition, rewards, and empowerment. Communicates performance gaps, documents results, and provides progressive discipline. Acts as an example and upholds the company’s Standards of Conduct Policy.Troubleshoots and provides alternatives to customers when expectations fall short. Escalates urgent issues to Manager. Assists planning team with material requests and production scheduling. Assists Sales Team with coordination of on‑site visits. Assists IT team with system testing. Assists with ZE Global Trade Compliance.Familiar with E‑Commerce account requirements. Familiar with image silo for export documents and serves as backup. Travel up to 15% of the time. Education&Experience

Bachelor’s degree or minimum of 5 years of related experience. Project Management experience. Proven implementation of process improvement. Strong desire to lead, mentor, and engage people. Results‑driven, able to delegate and motivate people for results. Effective in flexing communication styles;process‑improvement focused.Strong time‑management and prioritization skills. Familiarity with JD Edwards, AutoCAD software, and comprehension of architectural drawings. Manufacturing experience preferred. Excellent interpersonal and communication skills. Team‑work, respectful manner. Thorough knowledge of MS Office: Excel, PowerPoint, Word, Outlook.Keen attention to detail. Total Rewards&Benefits

Competitive salary. Medical, Dental, Vision, LTD, AD&D, and Life Insurance. Competitive vacation policy with 12 paid holidays. Annual bonus eligibility. Educational reimbursement. DCPP matching. Employee Stock Purchase Plan. 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.

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