Building Products Customer Support Specialist

About 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, Zurn Elkay places people at the center of success. Our employees drive superior quality, product ingenuity, and exceptional customer experience. With over 100 years of growth, we are a leading international supplier of plumbing and water delivery solutions.

Headquartered in Milwaukee, WI, Zurn Elkay employs over 2,800 employees worldwide across 24 locations in the U.S., China, Canada, Dubai, and Mexico, with global sales offices.

About the Business Unit

Hadrian is a worldwide supplier of quality toilet partition and locker products. As the first manufacturer to powder coat toilet partitions, Hadrian embraces new technologies and materials to offer architects, designers, and end-users flexibility in design. Our product range includes powder-coated metal, stainless steel, embossed stainless steel, and solid plastic toilet partitions, as well as Emperor (corridor), Gladiator (athletic), and replacement front lockers.

About the Role

As part of the Customer Service team, the Hadrian Customer Service Representative (CSR) serves as the key contact for the company’s authorized distribution network. In this role, you will produce layout drawings, manage orders, and respond to customer inquiries while acting as a liaison between customers, internal engineering, and production teams. The role emphasizes strong product knowledge, relationship-building, and frequent communication with clients, agents, and distributors.

Responsibilities

• Interpret architectural and construction drawings to produce and process accurate quotations, submittals, and layout drawings; review project specifications for compliance.
• Reproduce floor plans into Hadrian software, including supplemental AutoCAD drawings to understand specifications.
• Develop a clear understanding of Hadrian’s product offerings and assess whether they meet customer specifications and state-specific codes (e.g., ADA, AST, E84, Fire Codes).
• Understand material and fabrication processes to evaluate custom locker or toilet partition requests.
• Navigate and maintain data in the JD Edwards ERP system to track order status, ship dates, and process cases, credits, and RMAs.
• Manage orders via JD Edwards and PCN (in-house software) from entry to post-shipment, including custom order entry and occasional AutoCAD drawings.
• Collaborate with engineering and production teams to develop solutions for unique/custom projects using AutoCAD.
• Process and verify orders with high accuracy; review orders on hold daily to ensure timely release into production.
• Ensure quality and accuracy of technical documentation, custom order entry, and layout packages throughout the order lifecycle.
• Review ETAs, order statuses, shipment requirements, and coordinate Bills of Lading for pick-up orders.
• Address credit holds on orders; issue credits and RMAs as required.
• Provide effective customer and technical support, responding to calls and emails within set Service Level Agreements; troubleshoot quality concerns.
• Support and collaborate with the sales channel to deliver exceptional customer service.
• Proactively communicate with shipping, operations, engineering, accounting, and IT teams to resolve issues and drive improvement initiatives.
• Report system bugs to the IT team upon discovery.
• Demonstrate professionalism, honesty, and empathy in daily customer interactions.
• Seek and internalize feedback for continuous improvement in your role and the department.
• Collaborate and assist others on the customer service team, pivoting between business unit sectors and product lines as needed.
• Assist in developing and implementing department/company process changes and improvement initiatives.
• Contribute to team effectiveness by sharing best practices and building working relationships across the company.
• Perform other duties as requested.

Requirements

• 3-5 years of experience in a Customer Service or account management-related role, preferably supporting a specialized or technical product.
• Excellent written and verbal communication skills.
• Ability to multitask with strong organizational skills.
• Demonstrated initiative and attention to detail.
• Proven problem-solving ability to troubleshoot and resolve issues critically.
• Strong computer proficiency, including MS Office suite (Outlook, Word, Excel, PowerPoint) and working in multiple systems simultaneously.
• Ability to learn and master JD Edwards ERP, Project Center NEXT, and AutoCAD.
• Ability to interpret specifications, construction documents, and blueprints.

Preferred Qualifications

• Working knowledge of JD Edwards or other large ERP systems.
• Working knowledge of eCommerce and/or EDI.
• Working knowledge of FoxIt or Adobe Editor.
• Experience in a manufacturing environment.

Benefits

• Competitive salary.
• Medical, dental, vision, LTD, AD&D, and life insurance.
• Competitive vacation policy.
• 12 paid holidays.
• Annual bonus eligibility.
• Educational reimbursement.
• Defined Contribution Pension Plan (DCPP) with eligible matching.
• Employee Stock Purchase Plan – purchase company stock at a discount.