Customer Service Representative III, Strategic Projects

Watts Water•North Andover, MA

5d•Hybrid

About The Position

The Customer Service Representative III – Strategic Projects is responsible for the day-to-day management of customer deliverables for large strategic accounts, such as data centers and other high-volume project customers. This role serves as the primary coordination point between customers, sales, product management, operations, and manufacturing to ensure successful execution of complex project orders. The position requires advanced customer service expertise, strong order management skills, and the ability to manage large, project-based accounts with multiple stakeholders. The role supports project timelines, delivery coordination, issue resolution, and proactive communication to ensure customer expectations and company commitments are met. This position reports into the Customer Experience Manager and is based onsite in North Andover, MA.

Requirements

Minimum of 5 years of applicable experience preferred
SAP S4Hana and/or QAD experience
Experience with order entry, order management, and expediting orders
Experience working with stock levels, stock location, order management, and price/availability checks or similar
Experience supporting large customer accounts or project-based orders
Strong problem-solving skills with the ability to analyze issues and recommend solutions
Capable of meeting deadlines and managing a heavy workload
Excellent communication skills (both verbal and written)
Excellent customer service skills
Ability to work well in a team environment and collaborate across multiple departments
Detail oriented and works with a high degree of accuracy
Ability to tactfully handle stressful and difficult situations with customers
Proficient knowledge and experience with 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.

Responsibilities

Serve as the primary Customer Service point of contact for assigned strategic accounts and high-volume, project-based customers, including data centers and complex project environments.
Manage day-to-day customer deliverables to ensure alignment with project timelines, delivery commitments, and customer expectations.
Coordinate cross-functionally with Sales, Product Management, Operations, Planning, Manufacturing, and Logistics to ensure successful execution of complex project orders.
Act as the central liaison between customers and internal stakeholders, maintaining clear, proactive, and consistent communication throughout the project lifecycle.
Manage project-based orders from entry through delivery, including order configuration, changes, partial shipments, scheduled releases, billing, credit requests, claims, and expediting.
Monitor ERP systems to track order status, inventory availability, pricing, and production schedules, proactively addressing potential delivery or fulfillment issues.
Respond to and resolve customer inquiries, issues, and escalations in a professional, timely, and tactful manner.
Track project schedules, delivery milestones, and shipments, providing timely and accurate status updates to customers and internal teams.
Create and maintain project trackers, service reports, and account documentation to support visibility and reporting.
Support internal and customer account meetings by coordinating logistics, preparing agendas, and documenting outcomes.
Identify risks to project timelines or customer commitments and proactively communicate mitigation plans and resolution options.
Provide accurate information regarding products, services, orders, delivery timelines, and project status.
Build and maintain strong working relationships with strategic customers, independent agents, and internal partners.
Ensure customer requirements are accurately documented, clearly understood, and met in accordance with company standards.
Document customer interactions, order activity, and project updates accurately and consistently.
Identify opportunities to improve customer service processes, project execution, and operational efficiency.
Support special projects and initiatives as assigned, and perform other duties as assigned.