Customer Service Representative at Watts Water Technologies in Menomonee Falls, WI

Job description

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 Customer Service Representative (CSR) is the primary point of contact for customers, ensuring a seamless order experience from entry to delivery. This role is responsible for managing customer orders, providing timely updates, handling returns and supporting customers, sales and sales support representatives. The CSR acts as a dedicated advocate for the customer by partnering closely with Operations and Quality to resolve issues, improve service levels and enhance overall customer satisfaction. This position reports to a Customer Service Supervisor. This role is onsite until you are up to speed and then transitions to a hybrid schedule (2 days remote / 3 days in office). This position is based in Menomonee Falls, WI. Primary Job Duties and Responsibilities Professionally and expeditiously respond to customer inquiries regarding product and order information, pricing and website/web tools assistance. order information, pricing and website/web tools assistance. 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 to customers. 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) Required Qualifications 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. Preferred Qualifications 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, Con