Customer Service Representative

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.​

Join Watts as a Customer Service Representative and become part of a collaborative, customer focused team where your contributions make a real impact. In new headcount based in Burlington, Ontario, you'll be at the center of delivering exceptional service, supporting customers and internal partners with pricing, product inquiries, order management, returns, and more. If you are organized, adaptable, and thrive in a fast paced environment, this is an exciting opportunity to build meaningful relationships, develop your expertise, and help drive customer satisfaction and operational excellence. With comprehensive onsite training, a supportive team, and the flexibility of a hybrid work model, you'll have the tools and opportunities to grow your career with a trusted industry leader.

Scope of Position 

This organized and adaptable individual, as part of the Watts Customer Service and Sales Department will be responsible for playing a key role in delivering high-quality support to both internal teams and external customers. This team member will be 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.

This position reports to the Inside Sales Manager.  This role is hybrid, with training onsite full time for 4-6 weeks before transition to hybrid.  This role is Burlington Ontario and is a new addition to the team.

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 assigned by the Department Supervisor/Manager.
• This role will assume responsibility for other projects and duties as assigned by the Inside Sales Manager or Company management.
• Responsibilities for success in this role are directly tied to Watts Values of Integrity, Accountability, Continuous Improvement, and Transparency
• Travel Requirements: This role may require travel to Boston for training.

Required Qualifications

• A high school diploma or equivalent.
• 2+ years of experience in a customer-facing role
• Experience working with ERP systems
• Must successfully establish employment eligibility and satisfactorily complete background checks, including a criminal record check as a condition of employment.
• 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.

Preferred Qualifications

• A post-secondary education in business, administration, or a related field is preferred.
• Experience working in a manufacturing, distribution, or B2B environment.
• Familiarity with order processing, returns management, and billing procedures
• Experience working in a high-volume, fast-paced customer service environment with competing priorities
• Experience coordinating with multiple internal teams to resolve customer inquiries and order-related issues
• Prior experience handling escalated customer issues is an asset

General Applicable Company Competencies

• Commitment to Watts’ values of integrity, accountability, continuous improvement and 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 environment. You will be required to work in the office at the 5435 South Service Rd, Burlington Ontario location two days per week (Monday& Tuesday) and can work remotely three days per week (Wednesday to Friday). The company may alter the hybrid schedule as required.

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.

Pay Range

The expected salary range for this position is $46,000 - $52,000 yearly. Actual compensation will be dependent upon individual skills, experience, qualifications, and applicable law.

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

#LIHybrid

Watts in it for You:

• Competitive compensation based on your skills, qualifications and experience

• Comprehensive medical and dental coverage, and registered retirement savings plans (RRSPs)

• Continued professional development opportunities and educational reimbursement

• Additional perks such as fitness reimbursements and employee discount programs

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.

Watts is committed to integrity in everything we do and represent. In compliance with applicable provincial laws, if you believe this job posting may be fraudulent, please contact us at [email protected].

Watts is committed to equal employment opportunity. We follow a policy of administering all employment decisions and personnel actions without regard to race, color, religion, creed, sex, pregnancy, national origin, sexual orientation, age, physical or mental disability, genetic disposition or carrier status, marital status, military or veteran status, minorities, or any other category protected under applicable federal, or local law. Consistent with the obligations of all applicable law, Watts will make reasonable accommodations for qualified individuals with disabilities. Any employee who needs a reasonable accommodation should contact Human Resources.