Customer Service Representative

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 bycustomers in residential and commercial settings across the world.We areat theforefront of innovation, working with cutting-edge technology to provide smart andconnected, sustainable water solutions for the future. Watts is a leading brand with aquality 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

• Professionally and expeditiously respond to customer inquiriesregardingproduct and order information,pricingand website/webtoolsassistance.orderinformation,pricingand website/web toolsassistance.

• Applya high level of knowledge and judgment in resolving service, warranty or technical problemsthatarewithin established limits of authority and knowledge.

• Process incomingandreplacement orders,requests for credit memos, returns and invoices within corporate guidelines.

• Processorderexpediterequests from sales representatives and customers.

• Work closely with production teams to meet customer deadlines.

• Execute order changes, partial shipmentrequestsandcancellation requests.

• Assistwith tracking shipments and providingfreight-relatedinformation to customers.

• Promote customer service excellence and positivity throughout theorganization.

• Continuously evaluate,identifyand lead process improvements that positivelyimpactcustomer experience.

• Assume responsibility for other projects and duties as assigned byCustomer Service leadershipor Company management.

• Responsibility directly tied to Watts Value (Integrity, Accountability, Continuous Improvement, Transparency)

RequiredQualifications

• High school diploma orequivalency.

• 3+yearsofexperience working in a fast-paced customer service environment.

• 2+ yearsofexperienceworking in or supporting a manufacturing environment.

• Intermediate knowledgeof Microsoft Office.

• Familiarity navigatingthe internet and workingwith informationon websites.

• Polished phone etiquette

• Understanding ofand adherence to applicable laws, codes, policies, regulations, and safety practices and procedures, as applicable.

• Must successfullyestablishemployment eligibility and satisfactorily complete background checks andrequiredpre-employmentdrugtestas a condition of employment.

Preferred Qualifications

• Associate's degreeorhigher.

• Experience working in or supportingacommercial 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, Constant Communication, Clear Goals, Collaborate Globally, Be Inclusive, andTake Action.

Working Conditions

While performing the job duties, you will be working in an office environment. You willbe requiredto work in theMenomonee Fallsoffice5 days/week until you are up to speed in therole;thenonsiteat theofficethree days perweekwith two days per weekremote.

PhysicalRequirements : Specific physical abilitiesrequiredfor 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 tooperatestandard 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 mayterminatethe 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.

• 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:

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.

Required

Preferred

Job Industries

• Other