Customer Solutions Supervisor

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.​

The customer solutions supervisor oversees and directs the customer solutions team, ensuring high-quality warranty support, effective problem resolution, and exceptional customer experiences. They lead, coach, and train team members, while also managing workload, monitoring performance, and analyzing customer feedback to identify areas for improvement and growth.

RESPONSIBILITIES AND DUTIES:

• Supervise customer solutions team, provide guidance, training, and coaching, and ensure team performance meets or exceeds expectations to company's mission, values, vision, goals and performance measurement standards.
• Coordinate efforts with Customer Solutions Manager to ensure work is prioritized and completed as required.
• Maintain high standards of customer service, handle escalated issues, and resolve customer concerns effectively. 
• Track key metrics and analyze data to identify areas for improvement and growth. 
• Identify opportunities for process optimization, efficiency gains, and cost savings. 
• Build and maintain positive relationships with customers and departments across the organization. 
• Develop and implement training programs for new hires and ongoing development for existing team members
• Communicate effectively with team members, management, and customers. 
• Manage daily tasks such as timekeeping, reports, and other administrative responsibilities.
• Conduct regular internal communication meetings with staff to educate and inform them of department and company related information.
• Responsible for setting and communicating individual/team goals & objectives.
• Responsible for evaluating employee performance and providing timely and effective feedback.

EDUCATION:  Some college preferred or 5 years of prior relevant work experience

MANAGEMENT: Supervises Customer Solutions Team; team of 5

EXPERIENCE AND REQUIRED SKILLS:

• 5+ years customer service/call center supervisor experience required
• 5+ years warranty resolution experience required
• Administrative experience in a manufacturing-related customer care environment is preferred.
• Knowledge of ERP systems required; EPICOR preferred
• Proficient with MS Office Suite (Outlook, Word, Excel, PowerPoint)
• Excellent communication, interpersonal and problem-solving skills
• Well organized and detail oriented
• Self-starter; takes ownership of processes

PHYSICAL REQUIREMENTS:

While performing the duties of this job, the employee is frequently required to walk, talk, and/or hear. The employee is occasionally required to stand, sit, and use hands to finger, handle, or feel. The employee must occasionally lift and/or move up to 5 pounds. Specific vision abilities required by this job include: close vision, color vision, peripheral vision, depth perception and ability to adjust focus.

*WORK ENVIRONMENT:

• Work in office environment with occasional exposure to manufacturing/factory environment; semi-remote position
• May occasionally be required to perform job duties outside the typical office setting.
• Travel: 5%

*As required by the Americans Disabilities Act (ADA)

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/

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.