Customer Solutions Manager

Watts Water; Fort Worth (TX); On-site; USD 95,000 - 135,000; Full time

Job summary

Watts Water in Fort Worth, TX, is seeking a highly motivated Manager of Customer Service to oversee the Water Quality/Conditioning and Filtration business. You will lead a team of Customer Service Representatives, drive service excellence, resolve complex inquiries, and strengthen client relationships across the full order lifecycle.

This role reports to the Director of Aftermarket Services and is onsite. You will partner with sales, technical, supply chain, and operations to optimize processes,

Qualifications

• Bachelor's degree or equivalent experience.
• 7+ years in customer service with leadership experience.
• Strong communication and stakeholder influence.
• Knowledge of applicable laws, codes, policies and safety practices.
• Must pass background checks and pre-employment testing.

Responsibilities

• Manage, lead and develop the Customer Service team by supervising, coaching, mentoring, and directing representatives to deliver high-quality support and meet service goals.
• Oversee daily customer service operations across order management and technical support while aligning with priorities.
• Strengthen client relationships and collaborate with sales, technical, supply chain and operations to meet B2B expectations.
• Drive process improvement and operational excellence by streamlining workflows and systems.
• Monitor KPIs and use analytics to improve customer satisfaction and departmental results.
• Travel up to 20% for training, team meetings, and customer site visits.

Skills

Leadership

Team management

Customer service

Cross-functional collaboration

KPI reporting

CRM systems

MS Office

Communication

Education

Bachelor's degree in Business Administration, Customer Service, or related field

Tools

CRM systems

Microsoft Office

Job description

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.

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, Accountability, Continuous Improvement, Transparency)
• Travel Requirements: Minimal travel required, with occasional travel of up to 20% for training, team meetings, and customer site visits.

Required Qualifications

• Bachelor's degree in Business Administration, Customer Service, or a related field, or equivalent experience.
• 7 + years of customer service experience, including leadership experience managing professional or customer-facing teams.
• Strong leadership and interpersonal skills, with a proven ability to motivate, develop, and manage team performance while driving operational results.
• Excellent communication skills, both written and verbal, with the ability to influence stakeholders, build cross-functional relationships, and drive continuous improvement initiatives.
• Understanding of and adherence to applicable laws, codes, policies, regulations, and safety practices and procedures, as applicable.
• Must successfully establish employment eligibility and satisfactorily complete background checks, and required pre-employment testing as a condition of employment.

Preferred Qualifications

• Experience in a B2B environment, preferably in water conditioning, filtration, or a related technical industry.
• Proficiency with CRM systems, Microsoft Office Suite, and other relevant software tools.
• Strong problem-solving skills, with the ability to manage esca