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Customer Service Lead

Watts Water Technologies
North Andover, USA
Full-time
Lead · 5+ years experience
Hybrid
Discovered 2 weeks ago

Full Job Posting

Required Qualifications:

  • High School Diploma or equivalent required.
  • 5+ years of experience in a high-volume customer service environment.
  • Previous experience serving as a team lead, mentor, trainer, or informal leader preferred.
  • Strong experience with order entry, order management, and expediting customer orders.
  • Experience working with ERP systems and customer relationship management tools.
  • Demonstrated ability to resolve complex customer issues and manage escalations effectively.
  • Excellent verbal and written communication skills.
  • Strong customer service and relationship-building skills.
  • Ability to lead, coach, and motivate team members in a fast-paced environment.
  • Strong problem-solving, decision-making, and organizational skills.
  • Detail-oriented with a high degree of accuracy and accountability.
  • Ability to prioritize multiple responsibilities and meet deadlines.
  • Ability to professionally manage stressful and challenging situations.
  • Proficient in Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook.
  • Preferred Qualifications:
  • Associate's or Bachelor's degree preferred
  • Experience in a manufacturing, industrial, or distribution environment.
  • Knowledge of order fulfillment, logistics, and supply chain processes.
  • Experience analyzing customer service metrics and driving continuous improvement initiatives.
  • Familiarity with customer service best practices and performance measurement tools.
  • 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 collaborative relationships with other Watts employees.
  • Adherence to Watts’ seven cultural beliefs: Growth Mindset, Customer-Focused Innovation, Constant Communication, Clear Goals, Collaborate Globally, Be Inclusive, and Take Action.
  • Working Conditions:
  • While performing the job duties, you will be working in an office environment. You will be required to work in the office at the North Andover, MA office location three days per week (Monday – Wednesday) and can work remotely two days per week (Thursday and Friday).
  • Physical Requirements:
  • Specific physical abilities required for this position include, but are not limited to:
  • Ability to remain seated at a desk or workstation for extended periods.
  • Ability to perform repetitive tasks like typing on a keyboard or using a mouse for extended periods.
  • Ability to physically move around the office, organize or transport files, packages, or other office-related materials.
  • Ability to read documents, use a computer, and perform data entry tasks.
  • Ability to communicate clearly with management and coworkers, particularly in meetings or phone calls.
  • Ability to operate standard office equipment such as computers, printers, phones, and copiers.
  • Ability to occasionally lift and carry light objects, such as office supplies, documents, or small equipment.
  • Pay Range:
  • The expected hourly range for this position is $32.20 - $37.80 hourly. Actual compensation will be dependent upon individual skills, experience, qualifications, and applicable law.
  • Nothing in this job description restricts Watts’ right to assign or reassign duties, responsibilities, and working hours/conditions to this position at any time. This position is “at will,” which means that either the employee or Watts may terminate the employment relationship at any time, with or without notice, and for any lawful reason.
  • #LIHybrid
  • Watts in it for you:
  • Please note that the following benefits apply only to permanent roles and do not apply to internship roles.
  • Competitive compensation based on your skills, qualifications and experience
  • Comprehensive medical and dental coverage, retirement benefits
  • Family building benefits, including paid maternity/paternity leave
  • 10 paid holidays and Paid Time Off
  • Continued professional development opportunities and educational reimbursement
  • Additional perks such as fitness reimbursements and employee discount programs
  • Learn more about our benefit offerings here: https://tapintowattsbenefits.com/
  • How we work:
  • At Watts, our culture is team-oriented and supportive. Employees here genuinely care about the quality of their work, and about each other. Our people are the heart of who we are and contribute to our longevity and continued success.
  • And this is a place where you can have a big career. No matter your role, there are opportunities for learning and development, and your daily contributions make a meaningful impact on the lives of people who use our products and on the future of water.
  • Watts is committed to equal employment opportunity. We follow a policy of administering all employment decisions and personnel actions without regard to race, color, religion, creed, sex, pregnancy, national origin, sexual orientation, age, physical or mental disability, genetic disposition or carrier status, marital status, military or veteran status, minorities, or any other category protected under applicable federal, state, or local law. Consistent with the obligations of state and federal law, Watts will make reasonable accommodations for qualified individuals with disabilities. Any employee who needs a reasonable accommodation should contact Human Resources.

Preferred Qualifications

  • Previous experience serving as a team lead, mentor, trainer, or informal leader preferred.
  • Associate's or Bachelor's degree preferred
  • Experience in a manufacturing, industrial, or distribution environment.
  • Knowledge of order fulfillment, logistics, and supply chain processes.
  • Experience analyzing customer service metrics and driving continuous improvement initiatives.
  • Familiarity with customer service best practices and performance measurement tools.
  • 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 collaborative relationships with other Watts employees.
  • Adherence to Watts’ seven cultural beliefs: Growth Mindset, Customer-Focused Innovation, Constant Communication, Clear Goals, Collaborate Globally, Be Inclusive, and Take Action.
  • While performing the job duties, you will be working in an office environment. You will be required to work in the office at the North Andover, MA office location three days per week (Monday – Wednesday) and can work remotely two days per week (Thursday and Friday).
  • Ability to remain seated at a desk or workstation for extended periods.
  • Ability to perform repetitive tasks like typing on a keyboard or using a mouse for extended periods.
  • Ability to physically move around the office, organize or transport files, packages, or other office-related materials.
  • Ability to read documents, use a computer, and perform data entry tasks.
  • Ability to communicate clearly with management and coworkers, particularly in meetings or phone calls.
  • Ability to operate standard office equipment such as computers, printers, phones, and copiers.
  • Ability to occasionally lift and carry light objects, such as office supplies, documents, or small equipment.
  • The expected hourly range for this position is $32.20 - $37.80 hourly. Actual compensation will be dependent upon individual skills, experience, qualifications, and applicable law.
  • Nothing in this job description restricts Watts’ right to assign or reassign duties, responsibilities, and working hours/conditions to this position at any time. This position is “at will,” which means that either the employee or Watts may terminate the employment relationship at any time, with or without notice, and for any lawful reason.
  • #LIHybrid
  • Please note that the following benefits apply only to permanent roles and do not apply to internship roles.
  • Competitive compensation based on your skills, qualifications and experience
  • Comprehensive medical and dental coverage, retirement benefits
  • Family building benefits, including paid maternity/paternity leave
  • 10 paid holidays and Paid Time Off
  • Continued professional development opportunities and educational reimbursement
  • Additional perks such as fitness reimbursements and employee discount programs
  • Learn more about our benefit offerings here: https://tapintowattsbenefits.com/
  • At Watts, our culture is team-oriented and supportive. Employees here genuinely care about the quality of their work, and about each other. Our people are the heart of who we are and contribute to our longevity and continued success.
  • And this is a place where you can have a big career. No matter your role, there are opportunities for learning and development, and your daily contributions make a meaningful impact on the lives of people who use our products and on the future of water.
  • Watts is committed to equal employment opportunity. We follow a policy of administering all employment decisions and personnel actions without regard to race, color, religion, creed, sex, pregnancy, national origin, sexual orientation, age, physical or mental disability, genetic disposition or carrier status, marital status, military or veteran status, minorities, or any other category protected under applicable federal, state, or local law. Consistent with the obligations of state and federal law, Watts will make reasonable accommodations for qualified individuals with disabilities. Any employee who needs a reasonable accommodation should contact Human Resources.

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