Customer Service Rep (Contract)

Watts Water•North Andover, MA

7d•Onsite

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. As the Customer Service Representative, you will manage daily client deliverables for one or more accounts, ensuring exceptional customer satisfaction and efficient resolution of issues. Working in a high-volume call center environment, you will process orders, address inquiries, and build strong professional relationships with customers and internal teams. This role demands excellent problem-solving skills and the ability to capture and escalate customer requirements effectively. In this role, you will be part of a 6 month project and will be located onsite in North Andover, MA.

Requirements

High School Diploma or equivalent.
3+ years of experience in a high-volume customer service environment.
Experience with order entry and expediting orders.
Familiarity with ERP systems.
Excellent verbal and written communication skills.
Strong customer service skills and ability to handle stressful situations tactfully.
Detail-oriented with a high degree of accuracy.
Ability to work well in a team environment.
Basic proficiency in Microsoft Excel, Word, and PowerPoint.

Responsibilities

Process sales orders, RGAs, and credits in a high-volume call center, ensuring accurate methods and procedures are followed.
Resolve product shortages and complaints, offering professional alternative solutions when necessary.
Investigate, verify, and release order holds related to credit issues, pricing discrepancies, shipping concerns, and part identification problems.
Coordinate communication between customers and Watt's manufacturing/shipping departments to ensure timely order fulfillment.
Build and maintain professional relationships with internal and external customers.
Collaborate with the Technical Support team to resolve customer-reported issues.
Manage new and existing customer accounts as identified in the database.