Customer Service Representative III, Strategic Projects

Scope of Position 

The Customer Service Representative III – Strategic Projects is responsible for the day-to-day management of customer deliverables for large strategic accounts, such as data centers and other high-volume project customers. This role serves as the primary coordination point between customers, sales, product management, operations, and manufacturing to ensure successful execution of complex project orders.  

The position requires advanced customer service expertise, strong order management skills, and the ability to manage large, project-based accounts with multiple stakeholders. The role supports project timelines, delivery coordination, issue resolution, and proactive communication to ensure customer expectations and company commitments are met.  

This position reports into the Customer Experience Manager and is based onsite in North Andover, MA. 

Primary Job Duties and 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. 

Required Qualifications 

• Minimum of 5 years of applicable experience preferred 

• 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 

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 North Andover location three days per week (Monday – Wednesday) and can work remotely two days per week (Thursday and Friday). 

Physical Requirements: Specific physical abilities required for this position include, but are not limited to: 

• 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 hourly range for this position is $25.75 - $27.90 hourly. 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. This position is “at will,” which means that either the employee or Watts may terminate the employment relationship at any time, with or without notice, and for any lawful reason. 

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