Hybrid Customer Service Lead - Drive Excellence

Watts Water Technologies; Andover (MA); Hybrid; USD 44,000 - 52,000; Full time

Benefits offered by this job

Medical and dental coverage

Retirement benefits

Paid parental leave

Paid time off and holidays

Professional development reimbursement

Fitness reimbursements

Employee discounts

Job summary

Watts Water Technologies in North Andover, MA, seeks a Customer Service Lead to supervise day-to-day operations and act as a primary escalation point for complex issues. This hybrid role combines hands-on support with team leadership to ensure top-tier customer satisfaction.

Responsibilities include guiding an experienced team, ensuring accurate order processing, and collaborating across functions to improve service levels.

Qualifications

• High school diploma or equivalent.
• 5+ years in a high-volume customer service environment.
• Experience leading or mentoring teams.
• Strong order entry and order management experience.
• Experience with ERP and CRM systems.
• Excellent communication skills.
• Ability to coach and motivate in fast-paced environment.
• Detail-oriented with strong organizational skills.
• Proficient in MS Office (Excel, Word, Outlook).

Responsibilities

• 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.
• Oversee daily operations of a high-volume customer service environment and ensure accurate processing of orders, credits, and related transactions.
• Act as the primary escalation point for complex customer concerns, ensuring timely resolution.
• Monitor team performance and workflow to meet SLAs and quality standards.
• Collaborate with leadership to identify process improvements and implement best practices.
• Coordinate with Watts Agents and customers to resolve shortages, delivery issues, and service concerns.
• Assist with onboarding and training of new team members and provide ongoing coaching.

Skills

Leadership

Customer service

Order management

ERP experience

CRM tools

MS Office

Communication skills

Problem solving

Stress management

Education

High School Diploma

Associate/Bachelor degree

Tools

ERP systems

CRM software

Microsoft Office

Job description

Watts Water Technologies in North Andover, MA, seeks a Customer Service Lead to supervise day-to-day operations and act as a primary escalation point for complex issues. This hybrid role combines hands-on support with team leadership to ensure top-tier customer satisfaction.

Responsibilities include guiding an experienced team, ensuring accurate order processing, and collaborating across functions to improve service levels.