Customer Service Representative

About the role

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 position is based in Menomonee Falls, WI.

Responsibilities

• Professionally and expeditiously respond to customer inquiries regarding product and 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)

Requirements

• 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