Customer Service Representative III

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.​

Scope of Position

The role of Customer Service Representative III  involves the day-to-day management of all client deliverables for one or more accounts. This position is responsible for maintaining a high level of client satisfaction by meeting all service goals set by the client and the organization. This role demands the ability to develop strong customer relationships while also being able to capture customer requirements and escalate as needed. This position leverages working relationships across all internal functions. Performs all other duties as required.

This position does not have direct reports.

This position reports to the Manager, Customer Service. This role is hybrid and is based in Export, PA.

Primary Job Duties and Responsibilities

• Handle incoming calls or inquiries from customers, internal and external salesmen
• Process and coordinate order entry, expediting, billing, credit and claims
• Assist customers effectively by solving customer disputes in a timely manner
• Provide customer and salesmen additional information, general product, applications or explains services
• Tactfully handle confrontational or stressful interactions with internal and external customers and sales agents
• Create and maintain required reports
• Accurately capture customer information and requirements
• Submit quote and pricing requests to Sales as needed
• Monitor ERP system to understand stock levels, stock location, order management, and price and availability checks
• Communicate with external channels and customers in a timely and professional manner
• Manage variety of customer situations with enthusiasm and tact
• Coordinate and escalate customers’ concern when necessary
• Maintain positive working relationship with all internal and external customers and sales agents
• Ensure client deliverables are in accordance with company standards.
• Maintain practiced skill set in processing of EDI and customer purchase orders, serve as back-up to this daily function as necessary
• Accurately complete Special Projects as assigned by manager
• Act as a back up to the Manager, Customer Service during vacations and absences as necessary
• Assume responsibility for other projects and duties as assigned by Manager, Customer Service or Company management.
• Responsibility directly tied to Watts Value (Integrity, Accountability, Continuous Improvement, Transparency)
• Travel Requirements: 5%

Required Qualifications

• High school diploma, GED or relevant work experience
• Experience with order entry and expediting orders required
• Experience with SAP ERP systems regarding stock levels, stock location, order management, and price/availability checks or similar
• Possess strong problem-solving skills
• Exceptional problem solving, negotiation, persuasion, critical thinking and analytical skills.
• 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
• Detail oriented and works with a high degree of accuracy
• Ability to tactfully handle stressful and difficult situations
• Basic working knowledge of Microsoft products such as Excel, Word, and PowerPoint
• 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, including [insert checks], and required pre-employment testing as a condition of employment.

Preferred Qualifications

• 3 + years of applicable experience
• Associate or bachelor’s degree in a business-related field
• Previous supervisory, training, group lead experience

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.

Working Conditions:

While performing the job duties, you will be working in an office environment. You will be required to work in the office at the Export, PA location two days per week (Tuesday and Wednesday) and can work remotely three days per week (Monday, Thursday and Friday).

Physical Requirements: Specific physical abilities required for this position include, but are not limited to:

• Ability to remain seated at a desk or workstation for extended periods.
• Ability to perform repetitive tasks like typing on a keyboard or using a mouse for extended periods.
• Ability to physically move around the office, organize or transport files, packages, or other office-related materials.
• Ability to read documents, use a computer, and perform data entry tasks.
• Ability to communicate clearly with management and coworkers, particularly in meetings or phone calls.
• Ability to operate standard office equipment such as computers, printers, phones, and copiers.
• Ability to occasionally lift and carry light objects, such as office supplies, documents, or small equipment.

Nothing in this job description restricts Watts’ right to assign or reassign duties, responsibilities, and working hours/conditions to this position at any time. This position is “at will,” which means that either the employee or Watts may terminate the employment relationship at any time, with or without notice, and for any lawful reason.

#LI (Hybrid)

Watts in it for you:

Please note that the following benefits apply only to permanent roles and do not apply to internship roles.

• Competitive compensation based on your skills, qualifications and experience
• Comprehensive medical and dental coverage, retirement benefits
• Family building benefits, including paid maternity/paternity leave
• 10 paid holidays and Paid Time Off
• Continued professional development opportunities and educational reimbursement
• Additional perks such as fitness reimbursements and employee discount programs
• Learn more about our benefit offerings here: https://tapintowattsbenefits.com/

How we work:

At Watts, our culture is team-oriented and supportive. Employees here genuinely care about the quality of their work, and about each other. Our people are the heart of who we are and contribute to our longevity and continued success.

And this is a place where you can have a big career. No matter your role, there are opportunities for learning and development, and your daily contributions make a meaningful impact on the lives of people who use our products and on the future of water.

Watts is committed to equal employment opportunity. We follow a policy of administering all employment decisions and personnel actions without regard to race, color, religion, creed, sex, pregnancy, national origin, sexual orientation, age, physical or mental disability, genetic disposition or carrier status, marital status, military or veteran status, minorities, or any other category protected under applicable federal, state, or local law. Consistent with the obligations of state and federal law, Watts will make reasonable accommodations for qualified individuals with disabilities. Any employee who needs a reasonable accommodation should contact Human Resources.