Customer Service 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 areat 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 aquality reputation - and we have a dynamic future ahead.

Scope of Position

The Customer Service Supervisor oversees the day-to-day execution of Customer Service operations and serves as a primary escalation point between frontline Customer Service Representatives and Customer Service Management. This role is responsible for driving consistent execution of customer service and quotation processes, reinforcing service standards, and ensuring a high level of customer satisfaction.

This position leads, coaches, and develops a team of Customer Service Representatives l's while monitoring operational performance, identifying improvement opportunities, and supporting continuous improvement initiatives. While SAP adoption is anticipated in the future, the initial focus of this role is operational execution, team leadership, and service excellence using current systems and processes.

This role reports to the Customer Service Manager and is an onsite leadership position based in St. Paul's, NC.

Primary Job Duties and Responsibilities

Team Leadership & Development

• Provide day-to-day supervision, coaching, and support to Customer Service Representatives
• Support onboarding, training, and ongoing development of team members
• Reinforce accountability for service standards, process adherence, and performance expectations
• Promote a culture of continuous improvement and operational discipline

Customer Escalation & Expedite Management

• Serve as the primary escalation point for complex customer issues, disputes, and service challenges
• Manage and prioritize order expedites, shortages, backorders, and delivery concerns
• Ensure timely, professional resolution of escalated customer issues
• Analyze recurring issues and escalation trends to prevent recurrence

Order-to-Cash (O2C) Execution

• Oversee execution of Order-to-Cash processes, including order entry, order management, expediting, billing, credit, and claims
• Ensure customer deliverables meet company standards and service level expectations
• Monitor ERP transactions to ensure accuracy related to orders, pricing, inventory, and customer data

Performance Monitoring & Continuous Improvement

• Monitor Customer Service KPIs including order accuracy, backlog, past due orders, expedites, and escalations
• Use performance data to coach team members, identify trends, and support continuous improvement initiatives
• Capture customer feedback and recurring service issues to inform process improvements and cross-functional corrective actions

Systems, Process & Future SAP Readiness

• Support implementation of new systems, tools, and process improvements as introduced
• Ensure adherence to standard operating procedures and process discipline
• Partner with leadership to prepare the team for future SAP adoption, including change readiness and training support

Cross-Functional Collaboration & Communication

• Collaborate cross-functionally with Sales, Supply Chain, Planning, Manufacturing, Logistics, Finance, and IT
• Communicate proactively with customers and internal teams regarding order status and resolution plans
• Support account meetings by providing operational insights, escalation status, and follow-up actions

Required Qualifications

• Bachelor's degree or comparable work experience of 8+ years
• 5+ years of applicable Customer Service experience preferred
• 3+ of applicable experience leading, coaching, or mentoring employees
• Experience with order entry and expediting orders required
• Experience with ERP systems regarding stock levels, stock location, order management, and price/availability checks or similar
• SAP experience preferred
• Strong problem-solving, analytical, and decision-making skills
• Capable of meeting deadlines and managing a heavy workload
• Excellent communication skills (both verbal and written)
• Strong customer service orientation and continuous improvement mindset
• Ability to manage a high-volume, deadline-driven environment
• Detail oriented and works with a high degree of accuracy
• Proficiency with Microsoft Office (Excel, Word, PowerPoint)
• Travel: 10%

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…