Customer Service Rep II

Watt's St Paul's Customer Service Representative II

Watt's St Paul's Customer Service Representatives II (CSR's) are the primary point of contact and act as a liaison between the company, our Agents, and Customers. Watt's St. Paul's CSRs are responsible for administering sales orders, return goods, and credits.

This position reports to the Customer Service Manager. The role is onsite and is based at our manufacturing facility in St. Paul's, NC.

Primary Job Duties and Responsibilities

• Capable of working in a high-volume call center with the ability to enter and/or process multiple sales orders, RGA's, credits, etc., while ensuring that the most expedient order handling and accurate processing methods/procedures are utilized.
• First point of customer contact for inquiries relating to pricing, product information, deliveries, product availability, and shipping information. Work with Watt's Agents and/or customers to resolve complaints regarding product shortages and provide timely, professional alternative solutions when product shortages do occur.
• Process requests for returns and credits; trace shipments as required and provide POD's (Proof of Deliveries) on an as-needed basis.
• Investigates, verifies, and seeks approval to release various 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 manufacturing participation.
• Act as a liaison between customers and Watts' manufacturing/shipping departments to ensure pending orders ship on time. As part of this process, manually allocate inventory on orders to ensure timely deliveries and frequently monitor item(s) availability. Provide assistance when necessary to help resolve overdue order situations.
• Build and maintain sound professional business relationships with both internal and external customers.
• When required, work with the Technical Support department in an effort to resolve customer reported issues/problems.
• May be called upon to manage specific customer accounts as identified in the Company's database and/or new accounts as assigned.
• All other duties as assigned.

Required Qualifications

• 3+ years of experience in a high call volume customer service department.
• Excellent phone etiquette, multi-tasking capabilities, and experience working in a fast-paced environment.
• Previous exposure/experience in the Plumbing & Heating industry.
• Computer literate and solid exposure to ERP systems.
• Good written and verbal communication skills.

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 on-site at a manufacturing facility and will perform the majority of your duties in an office environment. You may, at times, be required to be present on the manufacturing floor and will be required to wear the appropriate personal protective equipment. You will be required to work in the office at the St. Paul's location (Monday Friday). Your scheduled work hours will be communicated to you by your manager.

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.

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

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.