Customer Service & Order Management Specialist – Hybrid

Watts Water Technologies; Massachusetts; Hybrid; USD 29,000 - 36,000; Full time

Benefits offered by this job

Medical and dental coverage

Retirement benefits

Paid time off

Job summary

Watts Water Technologies is seeking a Customer Service Representative II to serve as the primary contact for assigned sales agencies and customer accounts. You will manage orders, returns, warranty claims, billing inquiries, and shipment issues while coordinating with Planning, Shipping, Manufacturing, Credit, and Technical Support teams.

The role is hybrid based in North Andover, MA, with three in-office days and two remote days per week.

Qualifications

• Associate's degree or equivalent experience preferred.
• 3+ years of customer service, account coordination, or order management experience.
• Strong problem-solving and decision-making skills.
• Experience working with ERP systems and CRM tools.
• Ability to manage competing priorities and customer expectations.
• Excellent customer service skills and teamwork.
• Basic working knowledge of Microsoft Excel, Word, and PowerPoint.

Responsibilities

• Manage assigned sales agency accounts and act as the primary resource for account-related inquiries.
• Investigate and resolve customer service issues including pricing discrepancies, shipping concerns, billing corrections, warranty claims, and product shortages.
• Review and approve return requests, verify warranty eligibility, and determine applicable restocking fees.
• Coordinate with Planning, Shipping, Manufacturing, Credit, and Technical Support teams to resolve customer concerns.
• Monitor open orders and proactively communicate shipping updates, delays, and inventory availability.
• Research inventory across multiple facilities to identify opportunities for expedited fulfillment.
• Process replacement orders, return authorizations, and customer credits.
• Release order holds related to credit, pricing, inventory, or fulfillment issues.
• Escalate complex customer concerns and service failures as appropriate.
• Maintain strong relationships with agency partners, wholesalers, and key customer accounts.

Skills

Customer service experience

Problem-solving

Teamwork

Microsoft Office proficiency

ERP/CRM software familiarity

Education

Associate's degree or equivalent experience

Tools

SAP

CRM tools

Job description

Watts Water Technologies is seeking a Customer Service Representative II to serve as the primary contact for assigned sales agencies and customer accounts. You will manage orders, returns, warranty claims, billing inquiries, and shipment issues while coordinating with Planning, Shipping, Manufacturing, Credit, and Technical Support teams.

The role is hybrid based in North Andover, MA, with three in-office days and two remote days per week.