Supervisor, Client Support

Waterworks•Greenwich, CT

1d•Hybrid

About The Position

About Waterworks When you see the world’s most inspiring homes and hotels, you invariably find Waterworks in the mix. For over 40 years, our designs have elevated the bath and kitchen experience, with exquisite fittings, fixtures, hardware and more. We strive to be participants in exceptional design moments not just through our products, but through how our company name shows up in the world at large. What We Provide What gives us an edge over our competitors is our people. We work in a highly collaborative, creative environment that values each team member’s contributions to our mission. We empower our associates with extensive training, career growth opportunities, competitive salaries, bonus potential and a comprehensive benefits package including medical/dental/vision, and 401k retirement savings plan. We offer a generous PTO program (vacation, personal and sick time) with additional perks like some summer half days and a volunteer day. The company observes at least 8 federal holidays throughout the calendar year plus a floating holiday that associates can use at their discretion. The Role The Supervisor, Client Support leads a team of Client Support Specialists within an assigned region. This is a hands-on role that combines people management with direct client support responsibilities, including sales support and order management. The Supervisor is accountable for meeting daily productivity metrics, balancing regional workload, and serving as an escalation point to resolve complex issues. With direct oversight of the Client Support team, this role ensures operational excellence and delivers a consistently high-end, luxury service experience for clients. The Supervisor partners closely with internal teams to support showroom operations and client needs in a fast-paced environment. The ideal candidate is highly organized, customer-focused, and passionate about design, with the ability to lead effectively while remaining engaged in day-to-day operations. Supervisors supporting showrooms within a 50-mile radius are expected to maintain an onsite presence a minimum of 3 days per week, or more frequently as business needs dictate. For showrooms located beyond a 50-mile radius, managers are expected to be onsite at least once per month, with additional visits scheduled as required to support business priorities. Work schedules may include weekend hours based on operational demands and showroom needs. Currently accepting internal applications through May 11th

Requirements

2-4 years of administrative or project management experience, including 1–2 years in a Team Lead or Supervisor capacity preferred
Strong leadership and coaching skills with a hands-on, working supervisor approach
Proven ability to manage competing priorities, team workload, and personal productivity
Excellent written and verbal communication skills with strong professional judgment
High attention to detail and consistent follow-through
Proficiency in Microsoft Office (advanced Excel preferred) and ERP systems
Passion for design and interiors preferred
Travel required up to 30% to support showrooms and teams in assigned region and corporate for periodic training

Nice To Haves

Passion for design and interiors

Responsibilities

Lead, coach, and develop a team of Client Support Specialists (CSS) within the assigned region
Monitor showroom volume and incoming requests; balance workloads and provide hands-on support as needed to ensure seamless showroom coverage
Ensure adherence to company guidelines, values, service standards, and email response-time requirements
Lead onboarding and ongoing training for new hires and existing team members on systems, product knowledge, and service expectations
Serve as the primary escalation point for regional client support issues
Ensure consistent execution of team workflows, productivity standards, and performance expectations
Support Client Support Specialists as needed in assisting Sales Consultants with administrative sales activities, including order and quote support
Provide dedicated oversight and support for CSS order management activities within the region
Act as first-level escalation for complex service issues, freight challenges, and product damages
Partner with Technical Support to manage and prioritize the CSS ticket backlog, ensuring timely resolution for Top and Assigned Accounts
Oversee and enforce collection of Paid-in-Full (PIF) orders under $15K, as well as deposits and balance payments
Ensure proper processing of Technical Support tickets, RMA (return) requests, Credit Memos, and Fund Transfers in compliance with company policy
Partner with freight carriers and the warehouse to track shipments and resolve delivery or transit issues
Ensure proactive management of Requested Delivery Dates, detailed follow-ups, and accurate order notes
Authorize freight adjustments or overrides in accordance with Freight Accommodations Guidelines
Ensure all client and internal emails are responded to within 24 hours
Enforce professional email etiquette as outlined in the Associate Handbook
The Supervisor retains accountability for order management on assigned showroom open orders and ensures CSS execution of the following:
Proactive management of all new and open orders to ensure delivery within established lead times
Clear, consistent communication of order status to meet or exceed client expectations
Completion and review of the Daily Action Report (DAR) and required follow-up activities
Collaboration with Sales Consultants, Client Services, and Technical Support to resolve client issues efficiently and satisfactorily
Other duties and responsibilities are assigned