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Watts Water Technologies · 2 weeks ago

Customer Service Rep II

St Pauls, NC

Full-time

Onsite

Mid Level

3+ years exp

Watts Water Technologies is focused on providing safe, clean water for the world through innovative solutions. The Customer Service Representative II will act as a liaison between the company, agents, and customers, handling sales orders and resolving inquiries related to product availability and shipping.

Building Materials

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; 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 Watt’s manufacturing/shipping departments to ensure pending orders ship out 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

Maybe 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

Qualification

Customer service experienceERP systemsPlumbing & Heating knowledgeMulti-taskingCommunication skills

Required

Three to five years 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

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