Customer Service Lead - Hybrid, High-Volume Support

Watts Water Technologies; Massachusetts; Hybrid; USD 44,000 - 52,000; Full time

Benefits offered by this job

Competitive compensation

Medical and dental coverage

Retirement benefits

Paid holidays

Paid time off

Educational reimbursement

Fitness reimbursements

Employee discount programs

Job summary

Watts, a leader in smart and connected water solutions, is seeking a Customer Service Lead. The role oversees day-to-day operations, coaches a team, and partners across departments to deliver exceptional service. Based in North Andover, MA with hybrid work flexibility.

The ideal candidate has strong leadership, extensive customer service experience, and expertise in order management and ERP systems. Join us to advance customer satisfaction and operational excellence.

Qualifications

• High School Diploma or equivalent required.
• 5+ years in a high-volume customer service environment.

Responsibilities

• Guide and coach the Customer Service team on inquiries, orders, and issue resolution.
• Oversee daily order processing, credits, RGA requests, and related transactions.
• Escalate complex issues and drive timely resolutions to maintain SLAs.
• Monitor performance, quality, and customer satisfaction across accounts.
• Collaborate with cross-functional teams to improve processes and customer experience.
• Support onboarding and training of new team members.

Skills

High School Diploma

Team lead

Order management

ERP experience

Communication skills

Problem solving

Office suite

Education

Associate degree preferred

Bachelor's degree preferred

Tools

ERP systems

CRM tools

Job description

Watts, a leader in smart and connected water solutions, is seeking a Customer Service Lead. The role oversees day-to-day operations, coaches a team, and partners across departments to deliver exceptional service. Based in North Andover, MA with hybrid work flexibility.

The ideal candidate has strong leadership, extensive customer service experience, and expertise in order management and ERP systems. Join us to advance customer satisfaction and operational excellence.