Customer Service Rep II

Customer Service Representative II

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.

Scope of Position

The role of Customer Service Representative II 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. The role demands the ability to develop strong customer relationships while also being able to capture customer requirements and escalate as needed.

This position reports into the Customer Experience Manager and is based onsite in North Andover.

Primary Job Duties and Responsibilities

• Work in a high-volume call center with the ability to enter and process multiple sales orders, RGA's, and credits while ensuring accurate processing methods and procedures are followed.
• Work with Watt's Agents and Customers to resolve complaints regarding product shortages and provide professional alternative solutions when product shortages occur.
• Investigate, verify and release 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 manufacturings participation.
• Guide communication between customers' and Watt's manufacturing / shipping departments to ensure pending orders ship out.
• Build and maintain sound professional business relationships with both internal and external customers.
• Work with the Technical Support department to resolve customer reported issues.
• Manage new and existing customer accounts as identified in our database.

Required Qualifications

General Applicable Company Competencies

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 North Andover location three days per week (Monday Wednesday) and can work remotely two days per week (Thursday and Friday).

Physical Requirements

Pay Range

The expected hourly range for this position is $20.30-23.30 / hr. Actual compensation will be dependent upon individual skills, experience, qualifications, and applicable law.

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.

Watts in it for you

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

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.