Scope of Position

A highly motivated, customer-focused individual, as part of the Customer Service team, will be responsible for overseeing daily operations and driving service excellence for our Water Quality/Conditioning and Filtration business. This position manages Customer Service Representatives, ensuring best practices are implemented, complex inquiries are resolved, and client relationships are strengthened. The Manager oversees customer issue resolution across the full lifecycle of order management, while also managing performance, coaching team members, establishing operational objectives, and ensuring compliance with company policies.

The role is responsible for driving continuous improvement initiatives, enhancing customer service processes, and partnering cross-functionally to achieve departmental goals and operational results.

This position is responsible for supervision of Customer Service Representatives.

This position reports to the Director of Aftermarket Services for the Watts Applied Solutions Platform and is onsite.

Primary Job Duties and Responsibilities

• Manage, lead and develop the Customer Service team by supervising, coaching, mentoring, and directing representatives to deliver consistent, high-quality support while achieving established service objectives and performance goals.
• Oversee daily customer service operations, ensuring timely resolution of inquiries and escalations across order management and technical support while maintaining alignment with departmental priorities and service expectations.
• Strengthen client relationships and influence cross-functional collaboration by partnering with sales, technical, supply chain, and operational teams to meet and exceed B2B customer expectations and drive positive business outcomes.
• Drive process improvement and operational excellence, identifying opportunities to streamline workflows, improve systems, enhance service standards, and uphold Watts' values of Integrity, Transparency, and Continuous Improvement.
• Leverage reporting and analytics to monitor KPIs, assess team performance, identify trends, and implement strategies that improve customer satisfaction, operational efficiency, and departmental results.
• Maintain and promote product knowledge of water conditioning and filtration solutions, ensuring the team provides accurate, informed support and remains current on product, policy, and process updates.
• Establish team goals and priorities, allocate resources, and monitor progress to ensure achievement of operational objectives and customer service commitments.Provide leadership in talent management activities, including hiring, performance management, coaching, succession planning, employee development, and recognition recommendations.
• Assume responsibility for other projects and duties as assigned by Director of Aftermarket Services or Company management.
• Responsibility directly tied to Watts Value (Integrity, Accountability, Continuous Improvement, Transparency)
• Travel Requirements: Minimal travel required, with occasional travel of up to 20% for training, team meetings, and customer site visits.

Required Qualifications

• Bachelor's degree in Business Administration, Customer Service, or a related field, or equivalent experience.

• 7 + years of customer service experience, including leadership experience managing professional or customer-facing teams.
• Strong leadership and interpersonal skills, with a proven ability to motivate, develop, and manage team performance while driving operational results.

• Excellent communication skills, both written and verbal, with the ability to influence stakeholders, build cross-functional relationships, and drive continuous improvement initiatives.
• Understanding of and adherence to applicable laws, codes, policies, regulations, and safety practices and procedures, as applicable.
• Must successfully establish employment eligibility and satisfactorily complete background checks, and required pre-employment testing as a condition of employment.

Preferred Qualifications

• Experience in a B2B environment, preferably in water conditioning, filtration, or a related technical industry.
• Proficiency with CRM systems, Microsoft Office Suite, and other relevant software tools.
• Strong problem-solving skills, with the ability to manage escalations, resolve complex issues, and implement sustainable process improvements.
• Knowledge of water conditioning and filtration products is a plus.
• Experience leading continuous improvement, customer experience, or service optimization initiatives.

General Applicable Company Competencies

• Commitment to Watts' values of integrity, accountability, continuous improvement and innovation, and transparency.
• Punctuality and dependability.
• Ability to be flexible and adapt to changing work priorities and stressful conditions.
• Adherence to all personnel policies, procedures, and standards of process as implemented by Watts.
• Maintain productive and collaborative relationships with other Watts employees.
• Adherence to Watts' seven cultural beliefs: Growth Mindset, Customer-Focused Innovation, Constant Communication, Clear Goals, Collaborate Globally, Be Inclusive, and Take Action.

Working Conditions:

While performing the job duties, you will be working remotely in an office environment. You may be required to occasionally travel to and work in the office for meetings, trainings, or as otherwise required by Company management.

Physical Requirements: Specific physical abilities required for this position include, but are not limited to:

• Ability to remain seated at a desk or workstation for extended periods.
• Ability to perform repetitive tasks like typing on a keyboard or using a mouse for extended periods.
• Ability to physically move around the office, organize or transport files, packages, or other office-related materials.
• Ability to read documents, use a computer, and perform data entry tasks.
• Ability to communicate clearly with management and coworkers, particularly in meetings or phone calls.
• Ability to operate standard office equipment such as computers, printers, phones, and copiers.
• Ability to occasionally lift and carry light objects, such as office supplies, documents, or small equipment.

Nothing in this job description restricts Watts' right to assign or reassign duties, responsibilities, and working hours/conditions to this position at any time. This position is "at will," which means that either the employee or Watts may terminate the employment relationship at any time, with or without notice, and for any lawful reason.

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Watts in it for you:

Please note that the following benefits apply only to permanent roles and do not apply to internship roles.

• Competitive compensation based on your skills, qualifications and experience
• Comprehensive medical and dental coverage, retirement benefits
• Family building benefits, including paid maternity/paternity leave
• 10 paid holidays and Paid Time Off
• Continued professional development opportunities and educational reimbursement
• Additional perks such as fitness reimbursements and employee discount programs
• Learn more about our benefit offerings here: https://tapintowattsbenefits.com/