Note: The job is a remote job and is open to candidates in USA. Watts Water Technologies provides products and solutions focused on safe, clean water and sustainable water management. The Customer Service Representative III – Strategic Projects manages customer deliverables for large strategic and high-volume project accounts, coordinating orders, timelines, deliveries, issue resolution, and communication across customers and internal teams.
Responsibilities
- Serve as the primary Customer Service point of contact for assigned strategic accounts and high‑volume, project‑based customers, including data centers and complex project environments
- Manage day‑to‑day customer deliverables to ensure alignment with project timelines, delivery commitments, and customer expectations
- Coordinate cross‑functionally with Sales, Product Management, Operations, Planning, Manufacturing, and Logistics to ensure successful execution of complex project orders
- Act as the central liaison between customers and internal stakeholders, maintaining clear, proactive, and consistent communication throughout the project lifecycle
- Manage project‑based orders from entry through delivery, including order configuration, changes, partial shipments, scheduled releases, billing, credit requests, claims, and expediting
- Monitor ERP systems to track order status, inventory availability, pricing, and production schedules, proactively addressing potential delivery or fulfillment issues
- Respond to and resolve customer inquiries, issues, and escalations in a professional, timely, and tactful manner
- Track project schedules, delivery milestones, and shipments, providing timely and accurate status updates to customers and internal teams
- Create and maintain project trackers, service reports, and account documentation to support visibility and reporting
- Support internal and customer account meetings by coordinating logistics, preparing agendas, and documenting outcomes
- Identify risks to project timelines or customer commitments and proactively communicate mitigation plans and resolution options
- Provide accurate information regarding products, services, orders, delivery timelines, and project status
- Build and maintain strong working relationships with strategic customers, independent agents, and internal partners
- Ensure customer requirements are accurately documented, clearly understood, and met in accordance with company standards
- Document customer interactions, order activity, and project updates accurately and consistently
- Identify opportunities to improve customer service processes, project execution, and operational efficiency
- Support special projects and initiatives as assigned, and perform other duties as required
Skills
- SAP S4Hana and/or QAD experience required
- Experience with order entry, order management, and expediting orders required
- Experience working with stock levels, stock location, order management, and price/availability checks or similar
- Experience supporting large customer accounts or project-based orders
- Strong problem-solving skills with the ability to analyze issues and recommend solutions
- Capable of meeting deadlines and managing a heavy workload
- Excellent communication skills (both verbal and written)
- Excellent customer service skills
- Ability to work well in a team environment and collaborate across multiple departments
- Detail oriented and works with a high degree of accuracy
- Ability to tactfully handle stressful and difficult situations with customers
- Proficient knowledge and experience with Microsoft products such as Excel, Word, and PowerPoint
- 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
- Minimum of 5 years of applicable experience preferred
Benefits
- This benefit applies only to permanent roles and does not apply to internship roles: Competitive compensation based on your skills, qualifications and experience
- This benefit applies only to permanent roles and does not apply to internship roles: Comprehensive medical and dental coverage, retirement benefits
- This benefit applies only to permanent roles and does not apply to internship roles: Family building benefits, including paid maternity/paternity leave
- This benefit applies only to permanent roles and does not apply to internship roles: 10 paid holidays and Paid Time Off
- This benefit applies only to permanent roles and does not apply to internship roles: Continued professional development opportunities and educational reimbursement
- This benefit applies only to permanent roles and does not apply to internship roles: Additional perks such as fitness reimbursements and employee discount programs
- Remote work
Company Overview