Customer Service Representative II

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 role of Customer Service Representative II involves the day-to-day management of all client deliverables for one or more accounts. This position is responsible for maintaining a high level of client satisfaction by meeting all service goals set by the client and the organization. The role demands the ability to develop strong customer relationships while also being able to capture customer requirements and escalate as needed. 

PRINCIPAL RESPONSIBILITIES AND DUTIES: 

• Work in a high-volume call center with the ability to enter and process multiple sales orders, RGA's, and credits while ensuring accurate processing methods and procedures are followed. 

• Work with Watt's Agents and Customers to resolve complaints regarding product shortages and provide professional alternative solutions when product shortages occur. 

• Investigate, verify and release order holds that may be related to credit problems, pricing discrepancies, shipping issues, part identification problems, part cross-referencing issues, shortages, back orders and all large quantity orders requiring logistics and manufacturings participation. 

• Guide communication between customers' and Watt's manufacturing/shipping departments to ensure pending orders ship out. 

• Build and maintain sound professional business relationships with both internal and external customers. 

• Work with the Technical Support department to resolve customer reported issues. 

• Manage new and existing customer accounts as identified in our database. 

EDUCATION: 

• High School Diploma or equivalent 

MANAGEMENT: 

• No Direct Reports 

QUALIFICATIONS: 

• 3+ years of experience in a high volume customer service department 

• Experience with order entry and expediting orders required 

• Previous exposure to ERP systems 

• Excellent communication skills (both verbal and written) 

• Excellent customer service skills 

• Ability to work well in a team environment 

• Detail oriented and works with a high-degree of accuracy 

• Ability to tactfully handle stressful and difficult situations 

• Basic working knowledge of Microsoft products such as Excel, Word, and PowerPoint 

General Applicable Company Competencies

• Commitment to Watts’ values of integrity, accountability, continuous improvement and innovation, and transparency.
• Punctuality and dependability.
• Ability to be flexible and adapt to changing work priorities and stressful conditions.
• Adherence to all personnel policies, procedures, and standards of process as implemented by Watts.
• Maintain productive and collaborative relationships with other Watts employees.
• Adherence to Watts’ seven cultural beliefs: Growth Mindset, Customer-Focused Innovation, Constant Communication, Clear Goals, Collaborate Globally, Be Inclusive, and Take Action.

The expected salary range for this position is $21.20-$23.60 an hour. Actual compensation will be dependent upon individual skills, experience, qualifications, and applicable law.

Working Conditions:

While performing the job duties, you will be working in an office environment or remotely. You will be required to work in the office at the North Andover, MA location three days per week (Monday – Wednesday) and can work remotely two days per week (Thursday and Friday).

 

Physical Requirements: Specific physical abilities required for this position include, but are not limited to:

• Ability to remain seated at a desk or workstation for extended periods.

• Ability to perform repetitive tasks like typing on a keyboard or using a mouse for extended periods.
• Ability