Strategic Channel Support Representative

We’re Watts. Together, we’re reimagining the future of water.

We feel proud every day about what we do. We're all part of the same crucial mission, no matter what function we support -- it's to provide safe, clean water for the world, and to protect our planet's most valuable resource.

What we do:

For 150 years, Watts has built best-in-class products that are trusted by customers in residential and commercial settings across the world. We are at the forefront of innovation, working with cutting-edge technology to provide smart and connected, sustainable water solutions for the future. Watts is a leading brand with a quality reputation — and we have a dynamic future ahead.​

The Strategic Channel Support Representative will serve as the primary point of contact for sales representatives operating within the Wholesale and Retail sales channels. This role is essential in ensuring seamless communication, efficient order management, and timely responses to inquiries. The individual will be critical in facilitating solutions for product availability, order status, and expedited requests, ensuring customer satisfaction and operational efficiency among other duties as assigned.

PRINCIPAL RESPONSIBILITIES AND DUTIES:

• Act as the dedicated point of contact for sales representatives within the Wholesale and Retail sales channels.
• Provide prompt and accurate information regarding product availability, stock levels, and lead times.
• Collaborate with internal teams to gather details on order statuses, shipping schedules, and delivery timelines.
• Manage and prioritize urgent requests such as order expedites, working closely with fulfillment teams to facilitate solutions.
• Assist with processing orders, ensuring all customer requirements are documented and communicated effectively.
• Maintain detailed records of inquiries, actions taken, and resolutions to ensure continuity and accountability.
• Develop strong working relationships with sales representatives, ensuring clear and proactive communication.
• Escalate complex or unresolved issues to the appropriate internal teams while maintaining ownership of follow-up.
• Continuously improve support processes by identifying common inquiries and developing resources or solutions to address them efficiently.

EDUCATION:

• High school Diploma GED
• Associate or Bachelor’s Degree (Preferred, Not Required)
  • Fields: Business, Communications, Marketing, or related area.

EXPERIENCE:

• 2+ years in a customer facing role.
• Sales support or account management – Understanding sales processes and customer buying journeys.
• Customer service in a multi-channel environment – Dealing with different sales channels (Dealer, Wholesale, Retail, etc.).
• Escalation handling or liaison roles – Acting as a bridge between teams.

MINUMIM REQUIRED SKILLS:

• Proven experience in customer support, sales support, or order fulfillment roles.
• B2B Customer Support experience (preferred)
• Strong communication skills with the ability to convey information clearly and professionally.
• Excellent organizational skills and the ability to manage multiple requests simultaneously.
• Proficiency in CRM systems, order management software, and Microsoft Office tools.
• Ability to thrive in a fast-paced environment, demonstrating adaptability and problem-solving skills.
• Familiarity with supply chain and logistics processes is a plus.

MANAGEMENT / SUPERVISION:

• None

The expected salary range for this position is $39,520 - $47,840 yearly. Actual compensation will be dependent upon individual skills, experience, qualifications, and applicable laws.

PHYSICAL REQUIREMENTS:

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 20 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

• Work in office environment or Work in a manufacturing environment
• May occasionally be required to perform job duties outside the typical office setting

As required by the Americans Disabilities Act (ADA)  

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.