Customer Service Representative III, Strategic Projects

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

Requirements:

• 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