Customer Solutions Supervisor

Watts Water Technologies • Fort Worth, TX

3d • Hybrid

About The Position

The Customer Solutions Supervisor oversees daily customer service operations for Watts’ Water Quality/Conditioning and Filtration business. The role leads and develops Customer Service Representatives, promotes consistent, high-quality support, resolves complex inquiries and escalations, and oversees customer issues throughout the order-management lifecycle. It also manages team performance, coaching, operational objectives, and compliance with company policies.

The supervisor drives continuous improvement and service excellence, uses reporting and analytics to monitor performance, and collaborates with sales, technical, supply chain, and operational teams to meet B2B customer expectations. The role maintains team knowledge of water conditioning and filtration products and leads talent-management activities, including hiring, performance management, employee development, succession planning, and recognition recommendations.

This position supervises Customer Service Representatives, reports to the Customer Solutions Manager, and is hybrid in Fort Worth, Texas: onsite Monday through Wednesday and remote Thursday and Friday. Minimal travel is required, with occasional travel of up to 20% for training, team meetings, and customer site visits.

Requirements

• Bachelor’s degree in Business Administration, Customer Service, or a related field, or equivalent experience.
• Seven or more 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 written and verbal communication skills, including 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 establish employment eligibility and satisfactorily complete background checks and required pre-employment testing.
• Punctuality and dependability; flexibility and adaptability to changing priorities and stressful conditions.
• Adherence to company personnel policies, procedures, and process standards, and ability to maintain productive, collaborative relationships with Watts employees.

Nice To Haves

• 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, including managing escalations, resolving complex issues, and implementing sustainable process improvements.
• Knowledge of water conditioning and filtration products.
• Experience leading continuous improvement, customer experience, or service optimization initiatives.

Responsibilities

• Supervise, coach, mentor, and direct Customer Service Representatives to deliver high-quality support and meet service objectives and performance goals.
• Oversee daily customer service operations and ensure timely resolution of inquiries and escalations involving order management and technical support.
• Partner with sales, technical, supply chain, and operational teams to strengthen client relationships and meet B2B customer expectations.
• Identify and implement process improvements to streamline workflows, improve systems, and enhance service standards.
• Use reporting and analytics to monitor KPIs and team performance, identify trends, and improve customer satisfaction, operational efficiency, and departmental results.
• Maintain and promote product knowledge of water conditioning and filtration solutions and keep the team current on product, policy, and process updates.
• Establish team goals and priorities, allocate resources, and monitor progress toward operational objectives and customer service commitments.
• Lead talent-management activities, including hiring, performance management, coaching, succession planning, employee development, and recognition recommendations.
• Undertake other projects and duties as assigned by the Customer Solutions Manager or company management.
• Uphold Watts’ values of Integrity, Accountability, Continuous Improvement, and Transparency.

Benefits

• Competitive compensation based on skills, qualifications, and experience.
• Comprehensive medical and dental coverage.
• Retirement benefits.
• Family-building benefits, including paid maternity and paternity leave.
• 10 paid holidays and Paid Time Off.
• Continued professional development opportunities and educational reimbursement.
• Fitness reimbursements.
• Employee discount programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager