Customer Service Rep II

Watts Water Technologies•North Andover, MA

3d•$20 - $23•Hybrid

About The Position

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. 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
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
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 to physically move around the office, organize or transport files, packages, or other office-related materials.
Ability to read documents, use a computer, and perform data entry tasks.
Ability to communicate clearly with management and coworkers, particularly in meetings or phone calls.
Ability to operate standard office equipment such as computers, printers, phones, and copiers.
Ability to occasionally lift and carry light objects, such as office supplies, documents, or small equipment.

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 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.