Customer Service Representative II

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

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.

The Customer Service Representative II serves as the primary point of contact for assigned sales agencies and customer accounts. This role is responsible for managing customer orders, returns, warranty claims, billing inquiries, shipment issues, and account-related requests while coordinating solutions across multiple internal departments.

This position reports into the Customer Service Supervisor and is Hybrid based in North Andover.

Primary Job Duties and 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.

Required 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.
• Previous exposure to ERP systems, specifically SAP.
• Excellent customer service skills.
• Ability to work well in a team environment.
• Ability to tactfully handle stressful and difficult situations.
• Basic working knowledge of Microsoft products such as Excel, Word, and PowerPoint.

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 office at the North Andover location three days per week (Monday - Wednesday) and can work remotely two days per week (Thursday and Friday).

Physical Requirements

• 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.

Pay Range

The expected hourly range for this position is $20.75-$25.60 hourly. Actual compensation will be dependent upon individual skills, experience, qualifications, and applicable law.

Nothing 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.

#LIHybrid

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
• Learn more about our benefit offerings here: https://tapintowattsbenefits.com/

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.