Customer Service Lead

We're Watts. Together, we're reimagining the future of water. We feel proud every day about what we do. We're all part of the same crucial mission, no matter what function we support -- it's to provide safe, clean water for the world, and to protect our planet's most valuable resource. What we do: For 150 years, Watts has built best-in-class products that are trusted by customers in residential and commercial settings across the world. We are at the forefront of innovation, working with cutting-edge technology to provide smart and connected, sustainable water solutions for the future. Watts is a leading brand with a quality reputation - and we have a dynamic future ahead. Scope of Position The Customer Service Lead is responsible for overseeing the day-to-day execution of customer service operations while serving as a primary escalation point for complex customer issues. This role leads by example, ensuring high levels of customer satisfaction, operational excellence, and team performance across one or more customer accounts. The Customer Service Lead partners closely with internal departments to deliver exceptional service, drive continuous improvement, and support the development of Customer Service Representatives. The ideal candidate possesses strong leadership skills, extensive customer service experience, and the ability to build collaborative relationships with customers, agents, and internal stakeholders. This role requires balancing hands-on customer support responsibilities with team guidance, coaching, and process improvement initiatives. This position reports to the Customer Service Supervisor and is hybrid in our North Andover, MA office. Primary Job Duties and Responsibilities Serve as a lead resource and subject matter expert for the Customer Service team, providing guidance, training, and support on customer inquiries, order management, and issue resolution. Support the daily operations of a high-volume customer service environment, ensuring the accurate processing of sales orders, RGA requests, credits, and other customer transactions. Act as the primary escalation point for complex customer concerns, order issues, shortages, and service-related challenges, ensuring timely and effective resolution. Monitor team performance and workflow to ensure service level objectives, quality standards, and customer expectations are consistently met. Collaborate with Customer Experience leadership to identify process improvement opportunities and implement best practices that enhance the customer experience. Partner with Watts Agents and customers to resolve product shortages, delivery issues, and other service concerns while providing professional alternative solutions. Investigate and coordinate the resolution of order holds related to credit issues, pricing discrepancies, shipping concerns, inventory shortages, backorders, part identification, and large-volume orders. Facilitate communication and coordination between customers and internal departments, including Manufacturing, Shipping, Logistics, Technical Support, Sales, and Finance, to ensure customer needs are met. Assist with onboarding and training new team members and provide ongoing coaching to support employee development and performance. Monitor and manage customer accounts, ensuring account information is accurate and customer requirements are effectively addressed. Build and maintain strong professional relationships with customers, agents, and internal stakeholders to promote customer satisfaction and loyalty. Analyze customer service trends and recurring issues, providing recommendations to leadership for operational improvements. Support departmental reporting, metrics tracking, and continuous improvement initiatives. Required Qualifications: High School Diploma or equivalent required. 5+ years of experience in a high-volume customer service environment. Previous experience serving as a team lead, mentor, trainer, or informal leader preferred. Strong experience with order entry, order management, and expediting customer orders. Experience working with ERP systems and customer relationship management tools. Demonstrated ability to resolve complex customer issues and manage escalations effectively. Excellent verbal and written communication skills. Strong customer service and relationship-building skills. Ability to lead, coach, and motivate team members in a fast-paced environment. Strong problem-solving, decision-making, and organizational skills. Detail-oriented with a high degree of accuracy and accountability. Ability to prioritize multiple responsibilities and meet deadlines. Ability to professionally manage stressful and challenging situations. Proficient in Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook. Preferred Qualifications: Associate's or Bachelor's degree preferred Experience in a manufacturing, industrial, or distribution environment. Knowledge of order fulfillment, logistics, and supply chain processes. Experience analyzing customer service metrics and driving continuous improvement initiatives. Familiarity with customer service best practices and performance measurement tools. 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 in an office environment. You will be required to work in the office at the North Andover, MA office location three days per week (Monday - Wednesday) and can work remotely two days per week (Thursday and Friday). 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. Pay Range: The expected hourly range for this position is $32.20 - $37.80 hourly. Actual compensation will be dependent upon individual skills, experience, qualifications, and applicable law. 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. #LIHybrid Watts in it for you 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: How we work: At Watts, our culture is team-oriented and supportive. Employees here genuinely care about the quality of their work, and about each other. Our people are the heart of who we are and contribute to our longevity and continued success. And this is a place where you can have a big career. No matter your role, there are opportunities for learning and development, and your daily contributions make a meaningful impact on the lives of people who use our products and on the future of water. Watts is committed to equal employment opportunity. We follow a policy of administering all employment decisions and personnel actions without regard to race, color, religion, creed, sex, pregnancy, national origin, sexual orientation, age, physical or mental disability, genetic disposition or carrier status, marital status, military or veteran status, minorities, or any other category protected under applicable federal, state, or local law. Consistent with the obligations of state and federal law, Watts will make reasonable accommodations for qualified individuals with disabilities. Any employee who needs a reasonable accommodation should contact Human Resources. #J-18808-Ljbffr