Customer Service

Customer Service Representative

Reporting to the Inside Sales Manager, the Customer Service Representative plays a key role in delivering high-quality support to both internal teams and external customers. Responsible for handling inquiries related to pricing, product availability, order status, returns, and invoice discrepancies, the CSR ensures transactions comply with company policies and service standards. With knowledge of company systems, procedures, and products, the CSR role helps drive customer satisfaction, operational efficiency, and cross-functional collaboration.

Primary Job Duties and Responsibilities

• Respond promptly and accurately to all customer inquiries, including escalating issues related to pricing, availability, order status, and returns
• Maintain a solid understanding of company systems, products, and procedures to support day-to-day activities and respond to inquiries.
• Ensure all customer interactions and transactions comply with company policies and service standards.
• Resolve customer issues professionally and efficiently, maintaining a focus on service excellence.
• Perform a variety of activities in the ERP and related systems to support inventory and financial accuracy including order entry, RGA's, credits, debits & invoicing.
• Support Canadian Rep Agencies and GTA Reps with timely and accurate information.
• Collaborate with cross-functional teams to address customer needs and enhance service quality.
• Perform other duties as assigned by the Department Supervisor/Manager.

Required Qualifications

• A high school diploma or equivalent.
• 2+ years of experience in a customer-facing role
• Experience working with ERP systems
• Familiarity with order processing, returns, and billing procedures

Preferred Qualifications

• A post-secondary education is preferred.
• 2+ years experience in a customer-facing role in a manufacturing, distribution, or B2B environment is preferred
• Experience working with ERP systems
• Familiarity with order processing, returns, and billing procedures
• Prior experience handling escalated customer issues is an asset

Required Skills:

• Proficient in Microsoft Office: Skilled in using Outlook, Excel, and Word to support daily tasks, communication, and data management.
• Problem-Solving Skills: Effectively identifies and resolves issues in a timely and professional manner
• Communication Skills: Communicates clearly, courteously, and professionally in both verbal and written interactions.
• Attention to Detail and Accuracy: Maintains consistency in orders, data, and communication while actively minimizing errors.
• Organizational and Time Management Skills: Effectively prioritizes tasks and manages workload to meet deadlines and maintain productivity.
• Customer-Focused Mindset: Committed to delivering a positive customer experience.
• Team Collaboration: Works effectively with peers and cross-functional teams to achieve shared goals.
• Adaptability: Remains flexible and adjusts easily to changing priorities, processes, and systems.

General Applicable Company Competencies

• Commitment to Watts' values of integrity, accountability, continuous improvement, 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 and distribution environment. May occasionally be required to perform job responsibilities outside the typical office setting.

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.

Nothing in this job description restricts Watts' right to assign or reassign duties, responsibilities, and working hours/conditions to this position at any time.