Customer Service Representative

Customer Service Representative

Watts is 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.

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 include professionally and expeditiously responding to customer inquiries regarding product and 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...