Customer Service Representative

Watts Water Technologies•Burlington, ON

8d•Hybrid

About The Position

Watts is a company with 150 years of experience, specializing in best-in-class products for residential and commercial water solutions. They are focused on innovation, providing smart, connected, and sustainable water solutions. The Customer Service Representative (CSR) reports to the Inside Sales Manager and is crucial for delivering high-quality support to both internal teams and external customers. This role involves handling inquiries related to pricing, product availability, order status, returns, and invoice discrepancies, ensuring all transactions adhere to company policies and service standards. The CSR's knowledge of company systems, procedures, and products is vital for driving customer satisfaction, operational efficiency, and cross-functional collaboration.

Requirements

A high school diploma or equivalent.
2+ years of experience in a customer-facing role
Experience working with ERP systems
Proficient in Microsoft Office: Skilled in using Outlook, Excel, and Word to support daily tasks, communication, and data management.
Problem-Solving Skills: Effectively identifies and resolves issues in a timely and professional manner
Communication Skills: Communicates clearly, courteously, and professionally in both verbal and written interactions.
Attention to Detail and Accuracy: Maintains consistency in orders, data, and communication while actively minimizing errors.
Organizational and Time Management Skills: Effectively prioritizes tasks and manages workload to meet deadlines and maintain productivity.
Customer-Focused Mindset: Committed to delivering a positive customer experience.
Team Collaboration: Works effectively with peers and cross-functional teams to achieve shared goals.
Adaptability: Remains flexible and adjusts easily to changing priorities, processes, and systems.
Commitment to Watts’ values of integrity, accountability, continuous improvement, 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.

Nice To Haves

A post-secondary education in business, administration, or a related field is preferred.
Experience working in a manufacturing, distribution, or B2B environment.
Familiarity with order processing, returns management, and billing procedures
Experience working in a high-volume, fast-paced customer service environment with competing priorities
Experience coordinating with multiple internal teams to resolve customer inquiries and order-related issues
Prior experience handling escalated customer issues is an asset

Responsibilities

Respond promptly and accurately to all customer inquiries, including escalating issues related to pricing, availability, order status, and returns
Maintain a solid understanding of company systems, products, and procedures to support day-to-day activities and respond to inquiries.
Ensure all customer interactions and transactions comply with company policies and service standards.
Resolve customer issues professionally and efficiently, maintaining a focus on service excellence.
Perform a variety of activities in the ERP and related systems to support inventory and financial accuracy including order entry, RGA's, credits, debits & invoicing.
Support Canadian Rep Agencies and GTA Reps with timely and accurate information.
Collaborate with cross-functional teams to address customer needs and enhance service quality.
Perform other duties as assigned by the Department Supervisor/Manager.