Customer Service Representative III

Watts Water Technologies•Menomonee Falls, WI

56d•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. This motivated individual, as part of Customer Service team, will handle the more technical and complex service inquiries. They will work closely with team members, product management, manufacturing personnel and sales to meet customer needs and grow customer relationships. This position reports to Customer Service Supervisor. This role is onsite until you are up to speed and then transitions to hybrid 2 remote / 3 onsite. This position is based in Menomonee Falls, WI. This motivated individual, as part of Customer Service team, will handle the more technical and complex service inquiries. They will work closely with team members, product management, manufacturing personnel and sales to meet customer needs and grow customer relationships. This position reports to Customer Service Supervisor. This role is onsite until you are up to speed and then transitions to hybrid 2 remote / 3 onsite. This position is based in Menomonee Falls, WI.

Requirements

High school diploma or equivalency.
3+ years of experience working in a fast-paced customer service environment.
2+ years of experience working in or supporting a manufacturing environment.
Intermediate knowledge of Microsoft Office.
Familiarity navigating the internet and working with information on websites.
Polished phone etiquette
Understanding of and adherence to applicable laws, codes, policies, regulations, and safety practices and procedures, as applicable.
Must successfully establish employment eligibility and satisfactorily complete background checks and required pre-employment drug test as a condition of employment.

Nice To Haves

Associate’s degree or higher.
Experience working in or supporting a commercial plumbing environment.
General Applicable Company Competencies 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

Professionally and expeditiously respond to various customer inquiries regarding product and order information, pricing and website/web tools assistance.
The CSR III level handles technical and complex service questions.
Apply a high level of knowledge and judgment in resolving service, warranty or technical problems that are within established limits of authority and knowledge.
Process incoming and replacement orders, requests for credit memos, returns and invoices within corporate guidelines.
Process order expedite requests from sales representatives and customers.
Work closely with production teams to meet customer deadlines.
Execute order changes, partial shipment requests and cancellation requests.
Assist with tracking shipments and providing freight-related information according to customer requests.
Promote customer service excellence and positivity throughout the organization.
Continuously evaluate, identify and lead process improvements that positively impact customer experience.
Assume responsibility for other projects and duties as assigned by Customer Service leadership or Company management.
Responsibility directly tied to Watts Value (Integrity, Accountability, Continuous Improvement, Transparency)