Supervisor, Client Support

🕒 April 29

🏢🏡 New York City – Hybrid

💵 $70k - $75k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📁 Client Services

🦅 H1B Visa Sponsor

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Waterworks

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1925

🛒 Retail

🛍️ eCommerce

Retail • eCommerce • Home Improvement

Waterworks is a premier company specializing in high-end bath and kitchen design. Known for their authenticity, innovation, and quality, they offer a range of products including faucets, showers, bathtubs, sinks, and a wide variety of accessories. Waterworks provides custom and standard vanities, cabinetry, and proprietary metal finishes. Their designs cater to both commercial and residential properties, offering unparalleled client support and service excellence. Waterworks is a notable choice for those seeking luxury fixtures and fittings across the globe, including distinguished hospitality and multi-unit residential projects.

📋 Description

• 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 • 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 as assigned

🎯 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

🏖️ Benefits

• Competitive salaries • Bonus potential • Comprehensive benefits package including medical/dental/vision • 401k retirement savings plan • Generous PTO program (vacation, personal and sick time) • Summer half days • Volunteer day • Observance of at least 8 federal holidays plus a floating holiday