Customer Service Rep II

Watts Water Technologies • Saint Pauls, NC

100d

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. Scope of Position Watt’s St Paul’s Customer Service Representatives II (CSR’s) are the primary point of contact and as such act as a liaison between the company, our Agents, and Customers. Watt’s St. Paul’s CSR’s are responsible for administering sales orders, return goods, and credits. This position reports to the GM of Drains. This role is onsite and is based in St. Paul, NC at our manufacturing facility.

Requirements

• Three to five years experience in a high call volume customer service department.
• Excellent phone etiquette, multi-tasking capabilities, and experience working in a fast-paced environment.
• Previous exposure/experience in the Plumbing & Heating industry.
• Computer literate and solid exposure to ERP systems.
• Good written and verbal communication skills.

Responsibilities

• Capable of working in a high volume call center with the ability to enter and/or process multiple sales orders, RGA’s, credits, etc., while ensuring that the most expedient order handling and accurate processing methods/procedures are utilized.
• First point of customer contact for inquiries relating to pricing, product information, deliveries, product availability and shipping information.
• Work with Watt’s Agents and/or customers to resolve complaints regarding product shortages; provide timely, professional alternative solutions when product shortages do occur.
• Process requests for returns and credits; trace shipments as required and provide POD’s (Proof of Deliveries) on an as-needed basis.
• Investigates, verifies and seeks approval to release various 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.
• Act as a liaison between customers and Watt’s manufacturing/shipping departments to ensure pending orders ship out on time.
• As part of this process, manually allocate inventory on orders to ensure timely deliveries and frequently monitor item(s) availability.
• Provide assistance when necessary to help resolve overdue order situations.
• Build and maintain sound professional business relationships with both internal and external customers.
• When required, work with the Technical Support department in an effort to resolve customer reported issues/problems.
• Maybe called upon to manage specific customer accounts as identified in the Company’s database and/or new accounts as assigned.
• All other duties as assigned.

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
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees