Customer Service Manager

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Customer Service Manager

  • Specialty:

  • Title:

    Customer Service Manager
    • City:

      St. Pauls
    • State:

    • Zip Code:

  • Start date:

  • Status:

  • Assignment Type:

    Direct Hire
  • Job Id:



The Customer Service Manager provides leadership and guidance to the Product & Application Support and Order Entry department. This position will be responsible for a team providing designs, customer service, technical troubleshooting, order entry and application support. This position’s primary goal is to ensure excellence in customer service, maximizing the effectiveness of the department with regard to exceeding customer expectations, deadlines, and maintaining a highest level of quality 


  • Manage the Product & Application Support team in quoting, design, troubleshooting and technical customer service
  • Manage the Order Entry team in accurately and efficiently processing incoming orders, effectively responding to all incoming calls, customer and sales agent issues and requests
  • Provide leadership, guidance, mentoring, and training to the team to create a culture of excellence
  • Make timely and pragmatic decisions regarding all facets of customer support, given input from the customer, senior management, employees, and job specific details
  • Lead team to exceed customer objectives and expectations for design projects, verbal and written communication, and technical support
  • Be an advocate for the customer and other Watts sites
  • Provide meaningful feedback to senior management on issues, opportunities, and trends relating to products and customers on a regular and timely basis
  • Drive process improvement efforts through the sales support functions
  • Build relationships with sales reps and distributors to develop and expand markets
  • Motivate team members and mitigate team personnel issues when needed
  • Research and educate the support team on competitive product and industry
  • Drive improvement through continuous education, motivation, and process development
  • Monitor inbound customer call volume, type, and frequency to determine and identify areas of improvement


Bachelor’s degree in technology, engineering, business, or related field preferred 

3-5 years customer service management experience 


Direct reports: 10-12 employees 


  • Knowledge of ERP systems preferred
  • Knowledge of AutoCAD a plus
  • Knowledge of HVAC or hydronic systems (pumps, piping, controls, etc.) preferred
  • Strong organizational and time management skills
  • Strong interpersonal/communication skills (written and verbal)
  • Ability to train and mentor new and existing employees
  • Ability to handle multiple tasks, projects, and issues
  • Ability to work independently and as part of a team
  • Ability to adapt and change with circumstances
  • Ensure company policies are followed
  • Enforce company safety policies
  • Travel Required: 10-20%


While performing the duties of this job, the employee is frequently required to walk, talk, and/or hear. The employee is occasionally required to stand, sit, and use hands to finger, handle, or feel. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include: close vision, color vision, peripheral vision, depth perception and ability to adjust focus. 


  • Work in office environment
  • May occasionally be required to perform job duties outside the typical office setting
  • As required by the Americans Disabilities Act (ADA)


  • Collaborate Across Workgroup
  • Initiate Positive Change
  • Deliver High Quality Results
  • Focus on the Customer
  • Develops Self & Others
  • Accountability

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