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.

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 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.

• 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.