Customer Solutions Manager

## Customer Solutions Manager Apply:
On-Site:
Fort Worth, TX:
Full time:
Posted Today:

**** 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.
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* 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
** 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,…