Customer Service Rep III

hace 3 meses

Mexico City Watts Water Technologies Latin America S.A.de C.V. A tiempo completo

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.​

As the Watt’s Customer Service Representatives (CSR’s), you are the primary point of contact between our company, agents and customers. Reporting to the Director, LATAM, you will administer sales orders, return goods, credits.

You Will:

  •  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 Watt’s 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.

You Have:

  • 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.

Watts in it for you :

  • 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:

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.

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