Customer Service Representative III

hace 1 semana

Ciudad de México, Ciudad de México Watts Water Technologies Latin America S.A C.V. A tiempo completo
About Watts Water Technologies Latin America S.A C.V.

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.

Job Summary:

We're seeking a highly skilled and experienced Customer Service Representative III to join our team. As a Customer Service Representative III, you will be the primary point of contact between our company, agents, and customers. You will administer sales orders, return goods, credits, and resolve customer complaints in a timely and professional manner.

Responsibilities:
  • Work in a high-volume call center with the ability to enter and process multiple sales orders, RGA's credits while ensuring that the most efficient order handling and accurate processing methods/procedures are used.
  • Be the first point of customer contact for inquiries relating to pricing, product information, deliveries, product availability, and shipping information.
  • Resolve complaints regarding product shortages; provide professional alternative solutions when product shortages do occur.
  • Process requests for returns and credits; trace shipments and provide POD's (Proof of Deliveries).
  • Investigate, verify, and release order holds that may be related to credit problems, pricing discrepancies, shipping issues, part identification problems, part cross-referencing issues, shortages, and back orders.
  • Guide communication between customers' and Watts' manufacturing/shipping departments to ensure pending orders ship out.
  • Develop sound professional business relationships with both internal and external customers.
  • Work with the Technical Support department to resolve customer-reported issues.
  • Manage new or specific customer accounts as identified in our database.
Requirements:
  • 5+ years' experience in a high-call-volume customer service department.
  • Experience handling support requests from a variety of different channels.
  • Experience assessing severity of support requests and escalate based on severity.
  • Previous exposure to the Plumbing & Heating industry.
  • Computer literate and solid exposure to ERP systems.
  • Experience interpreting and responding to customer questions and requests.
  • English Bilingual.
Physical Requirements:

While performing the duties of this job, the employee is frequently required to walk, talk, and/or hear. The employee is occasionally required to stand, sit, and use hands to finger, handle, or feel. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include: close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment:

Work in both office and manufacturing environment. May occasionally be required to perform job duties outside the typical office setting.

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