Customer Service Representative

Watts Water; Menomonee Falls (WI); Hybrid; USD 42,000 - 56,000; Full time

Job summary

Watts Water is seeking a Customer Service Representative to manage orders, provide timely updates, handle returns, and support customers and sales teams. The CSR collaborates with Operations and Quality to resolve issues and improve service levels.

The role starts onsite in Menomonee Falls, WI and transitions to a hybrid schedule (2 days remote / 3 days in office). Qualifications include 3+ years in fast-paced customer service, 2+ years in or supporting a manufacturing environment, and solid

Qualifications

• High school diploma or equivalency.
• 3+ years of experience working in a fast-paced customer service environment.
• 2+ years of experience working in or supporting a manufacturing environment.
• Intermediate knowledge of Microsoft Office.
• Familiarity navigating the internet and working with information on websites.
• Polished phone etiquette.
• Understanding of and adherence to applicable laws, codes, policies, regulations, and safety practices and procedures.

Responsibilities

• Respond to customer inquiries regarding product and order information, pricing and website/web tools assistance.
• Resolve service, warranty or technical problems within established authority.
• Process incoming and replacement orders, credits memos, returns and invoices.
• Process order expedite requests from sales representatives and customers.
• Work closely with production teams to meet customer deadlines.
• Execute order changes, partial shipment requests and cancellations.
• Assist with tracking shipments and provide freight-related information.
• Promote customer service excellence and positivity.
• Lead process improvements that improve customer experience.
• Take on additional projects as assigned by leadership.

Skills

Customer service

Phone etiquette

Communication

Problem solving

Education

High School Diploma

Associate's degree

Tools

Microsoft Office

Job description

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 by customers in residential and commercial settings across the world. We are at the forefront of innovation, working with cutting‑edge technology to provide smart and connected, sustainable water solutions for the future. Watts is a leading brand with a quality reputation - and we have a dynamic future ahead.

Scope of Position

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 inquiries regarding product and order information, pricing and website/web tools assistance. order information, pricing and website/web tools assistance.
• Apply a high level of knowledge and judgment in resolving service, warranty or technical problems that are within established limits of authority and knowledge.
• Process incoming and replacement orders, requests for credit memos, returns and invoices within corporate guidelines.
• Process order expedite requests from sales representatives and customers.
• Work closely with production teams to meet customer deadlines.
• Execute order changes, partial shipment requests and cancellation requests.
• Assist with tracking shipments and providing freight-related information to customers.
• Promote customer service excellence and positivity throughout the organization.
• Continuously evaluate, identify and lead process improvements that positively impact customer experience.
• Assume responsibility for other projects and duties as assigned by Customer Service leadership or Company management.
• Responsibility directly tied to Watts Value (Integrity, Accountability, Continuous Improvement, Transparency)

Required Qualifications

• High school diploma or equivalency.
• 3+ years of experience working in a fast-paced customer service environment.
• 2+ years of experience working in or supporting a manufacturing environment.
• Intermediate knowledge of Microsoft Office.
• Familiarity navigating the internet and working with information on websites.
• Polished phone etiquette
• Understanding of and adherence to applicable laws, codes, policies, regulations, and safety practices and procedures, as applicable.
• Must successfully establish employment eligibility and satisfactorily complete background checks and required pre-employment drug test as a condition of employment.

Preferred Qualifications

• Associate's degree or higher.
• Experience working in or supporting a commercial 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, and Take Action.

Working 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.

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 equipme