Customer Service Representative II

The role of Customer Service Representative II involves the day-to-day management of all client deliverables for one or more accounts. This position is responsible for maintaining a high-level of client satisfaction by meeting all service goals set by the client and the organization. The role demands the ability to develop strong customer relationships while also being able to capture customer requirements and escalate as needed.

PRINCIPAL RESPONSIBILITIES AND DUTIES:

• Handle incoming calls or inquiries from customers or independent agents

• Assist customers effectively by solving customer disputes in a timely manner

• Provide customer additional information or explains services

• Tactfully handle confrontational or stressful interactions with customers and independent agents

• Accurately capture customer information and requirements

• Process and coordinate order entry, expediting, billing, credit and claims

• Monitor ERP system to understand stock levels, stock location, order management, and price and availability checks

• Communicate with external channels and customers in a timely and professional manner

• Manage variety of customer situations with enthusiasm and tact

• Coordinate and escalate customers concern when necessary

• Maintain positive working relationship with all clients

• Ensure client deliverables are in accordance with company standard.

• Performs all other duties as required

EDUCATION:

• High School Diploma or equivalent

MANAGEMENT:

• No Direct Reports

QUALIFICATIONS:

• 1 - 3 years of applicable experience preferred

• Bilingual, Spanish and English preferred

• Experience with order entry and expediting orders required

• Experience with ERP systems regarding stock levels, stock location, order management, and price/availability checks or similar

• Excellent communication skills (both verbal and written)

• Excellent customer service skills

• Ability to work well in a team environment

• Detail oriented and works with a high-degree of accuracy

• Ability to tactfully handle stressful and difficult situations

• Basic working knowledge of Microsoft products such as Excel, Word, and PowerPoint

• 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 15 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 typical office environment

• May occasionally be required to perform job duties outside the typical office setting.

• 0 - 5% travel.

• As required by the Americans Disabilities Act (ADA)

EMPLOYEE CORE COMPETENCIES:

1.Collaborate Across Workgroup

2.Initiate Positive Change

3.Deliver High Quality Results

4.Focus on the Customer

5.Develops Self & Others

6.Accountability

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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, state, or local law. Consistent with the obligations of state and federal law, Watts will make reasonable accommodations for qualified individuals with disabilities. Any employee who needs a reasonable accommodation should contact Human Resources.