Customer Service Representative

Watts Water•Spindale, NC

8d•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. 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 highly motivated, data-driven individual, as part of Customer Service department, will be the liaison between the company, our Agents and Customers.

Requirements

High School Diploma or equivalent required
Able to create and understand excel spreadsheets.
Able to work on your own with little supervision
Excellent phone etiquette, multi-tasking capabilities and experience working in a fast-paced environment.
Good written and verbal communication skills
Able to work in a team environment

Nice To Haves

3-5 years minimum experience in a high call volume customer service department
Computer literate and solid exposure to ERP systems

Responsibilities

Administering sales orders, return goods, credits, and invoicing.
Entering and/or processing multiple sales orders, RGA’s, credits, etc., while ensuring that the most expedient order handling and accurate processing methods/procedures are utilized.
Ensuring that the Customer service department’s “call ownership” policy is strictly adhered to once a call is answered.
Acting as the first point of customer contact for inquiries relating to pricing, product information, deliveries, product availability and shipping information.
Working with Watt’s Agents and/or customers to resolve complaints regarding product shortages; provide timely, professional alternative solutions when product shortages do occur.
Processing requests for returns and credits; tracing shipments as required and providing POD’s (Proof of Deliveries) on an as needed basis.
Investigating, verifying, and releasing 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’s participation.
Acting as a liaison between customers’ and Watt’s manufacturing/shipping departments to ensure pending orders ship out on time.
Manually allocating inventory on orders to ensure timely deliveries and frequently monitoring item(s) availability.
Aiding when necessary, to help resolve overdue order situations.
Building and maintaining sound professional business relationships with both internal and external customers.
Working with the Technical Support department to resolve customer reported issues/problems.
Managing specific customer accounts as identified in the Company’s database and/or new accounts as assigned.
Performing all other duties as assigned.