Customer Service Representative

divh2Customer Service Representative/h2pWere Watts. Together, were reimagining the future of water./ppWe feel proud every day about what we do. Were all part of the same crucial mission, no matter what function we support -- its to provide safe, clean water for the world, and to protect our planets most valuable resource./ppThe 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./ph3Primary Job Duties and Responsibilities/h3ulliProfessionally and expeditiously respond to customer inquiries regarding product and order information, pricing and website/web tools assistance./liliApply a high level of knowledge and judgment in resolving service, warranty or technical problems that are within established limits of authority and knowledge./liliProcess incoming and replacement orders, requests for credit memos, returns and invoices within corporate guidelines./liliProcess order expedite requests from sales representatives and customers./liliWork closely with production teams to meet customer deadlines./liliExecute order changes, partial shipment requests and cancellation requests./liliAssist with tracking shipments and providing freight-related information to customers./liliPromote customer service excellence and positivity throughout the organization./liliContinuously evaluate, identify and lead process improvements that positively impact customer experience./liliAssume responsibility for other projects and duties as assigned by customer service leadership or company management./liliResponsibility directly tied to Watts value (integrity, accountability, continuous improvement, transparency)/li/ulh3Required Qualifications/h3ulliHigh school diploma or equivalency./lili3+ years of experience working in a fast-paced customer service environment./lili2+ years of experience working in or supporting a manufacturing environment./liliIntermediate knowledge of Microsoft Office./liliFamiliarity navigating the internet and working with information on websites./liliPolished phone etiquette/liliUnderstanding of and adherence to applicable laws, codes, policies, regulations, and safety practices and procedures, as applicable./liliMust successfully establish employment eligibility and satisfactorily complete background checks and required pre-employment drug test as a condition of employment./li/ulh3Preferred Qualifications/h3ulliAssociates degree or higher./liliExperience working in or supporting a commercial plumbing environment./li/ulh3General Applicable Company Competencies/h3ulliCommitment to Watts values of integrity, accountability, continuous improvement and innovation, and transparency./liliPunctuality and dependability./liliAbility to be flexible and adapt to changing work priorities and stressful conditions./liliAdherence to all personnel policies, procedures, and standards of process as implemented by Watts./liliMaintain productive and collaborative relationships with other Watts employees./liliAdherence to Watts seven cultural beliefs: Growth Mindset, Customer-Focused Innovation, Constant Communication, Clear Goals, Collaborate Globally, Be Inclusive, and Take Action./li/ulpWorking conditions: While performing the job duties, you will be working in an office environment. You will be required to work in the Menomonee Falls office 5 days/week until you are up to speed in the role; then onsite at the office three days per week with two days per week remote./ppPhysical Requirements: Specific physical abilities required for this position include, but are not limited to:/pulliAbility to remain seated at a desk or workstation for extended periods./liliAbility to perform repetitive tasks like typing on a keyboard or using a mouse for extended periods./liliAbility to physically move around the office, organize or transport files, packages, or other office-related materials./liliAbility to read documents, use a computer, and perform data entry tasks./liliAbility to communicate clearly with management and coworkers, particularly in meetings or phone calls./liliAbility to operate standard office equipment such as computers, printers, phones, and copiers./liliAbility to occasionally lift and carry light objects, such as office supplies, documents, or small equipment./li/ulpNothing 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./ppWatts in it for you: Please note that the following benefits apply only to permanent roles and do not apply to internship roles./pulliCompetitive compensation based on your skills, qualifications and experience/liliComprehensive medical and dental coverage, retirement benefits/liliFamily building benefits, including paid maternity/paternity leave/lili10 paid holidays and Paid Time Off/liliContinued professional development opportunities and educational reimbursement/liliAdditional perks such as fitness reimbursements and employee discount programs/li/ulpHow 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./ppAnd 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./ppWatts 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./p/div