Customer Service Rep II

Watts Regulator • North Andover, MA

96d • $20 - $23 • Remote

About The Position

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. This position reports into the Customer Experience Manager and is based onsite in North Andover.

Requirements

• High School Diploma or equivalent
• 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

Responsibilities

• 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 manufacturing 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Fabricated Metal Product Manufacturing
• Education Level: High school or GED