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. Responsibilities Supervises & oversees the day‑to‑day operations of a group of customer experience personnel. Coordinates referrals to appropriate technical, professional, or service personnel for follow‑up. Monitors team output and responsiveness to telephone calls, emails, orders, quotes and order holds. Develops initiatives and programs to support Continuous Improvement (#CI). Drive improvements in Customer Service quality & efficiency and work to standardize it across the business. Ensure SWI's (Standard Work Instructions) are always up to date and circulated to the team. Optimize and coordinate workflow for high efficiency and positive customer experience. Responsible for training and development of staff, estimating personnel needs, assigning work, meeting completion dates, interpreting and ensuring consistent application of organizational policies. Screens incoming and outgoing calls and emails to ensure quality, customer service, and adherence to the policies and procedures of the organization. Treat review of quotes, orders and credits with a sense of urgency. Support customer experience members to ensure workloads are covered during vacations and holidays to include order entry, quotation preparation, customer follow‑up and internal follow‑up. Collaborates with other departments to improve customer (internal/external)-impacting processes. Provides feedback to assist in the creation of performance improvement goals and the development of training programs. Creates a training plan for department to include process flows, product knowledge and internal systems updates. Conducts team training and creates onboarding program for new hires. Drives positive culture and morale through recognizing, rewarding and empowering staff. Clearly communicate performance/quality gaps with each team member through consistent on‑the‑spot feedback and personal 1:1 meetings; document results. Provide progressive discipline to employees falling short of expectations. Be an example and uphold and enforce Zurn Elkay Standards of Conduct Policy. Troubleshoot and provide alternatives to customers when expectations fall short. Escalate urgent customer and internal issues to Manager. Assist planning team with requests to assign materials or block out time in the production schedule. Assist Sales Team for coordination of on‑site visits which may include employees from out of town or customers. Assist IT team when system(s) testing is needed. Understand and assist with ZE Global Trade Compliance. Be familiar with E‑Commerce accounts and their requirements. Learn Image Silo for export documents and act as back‑up. Become familiar with custom product requests. Travel up to 15% of the time. Qualifications 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. Enthusiastic about & energized by providing superior customer support. Results driven – able to delegate and motivate people for results. Demonstrated ability to effectively flex communication styles. Process‑improvement focused.Strong ability/attention to time management & prioritization. Familiarity with JD Edwards, AutoCAD software. Comprehension of architectural drawings. Manufacturing experience preferred. Excellent interpersonal and communication skills (written and verbal). Ability to work well in a team setting in a respectful manner. Thorough knowledge of MS Office including Excel, PowerPoint, Word and Outlook. Keen attention to detail. Benefits Competitive Salary. Medical, Dental, Vision, LTD, 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! Equal Opportunity Employment 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. #J-18808-Ljbffr