Customer Service Representative III, Strategic Projects

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.​ 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 reportsintothe Customer Experience Manager and is a remote role with occasional travel. Primary Job Duties and Responsibilities Serve as the primary Customer Service point of contact for assigned strategic accounts andhigh‑volume,project‑basedcustomers, including data centers and complex project environments. Manageday‑to‑daycustomer deliverables to ensure alignment with project timelines, delivery commitments, and customer expectations. Coordinatecross‑functionallywith 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,maintainingclear, proactive, and consistent communication throughout the project lifecycle. Manageproject‑basedorders from entry through delivery, including order configuration, changes, partial shipments, scheduled releases, billing, credit requests, claims, andexpediting. 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, providingtimelyandaccuratestatus updates to customers and internal teams. Create andmaintainproject trackers, service reports, and account documentation to support visibility and reporting. Support internal and customer account meetings by coordinatinglogistics, preparing agendas, and documenting outcomes. Identifyrisks to project timelines or customer commitments and proactively communicate mitigation plans and resolution options. Provideaccurateinformationregardingproducts, services, orders, delivery timelines, and project status. Build andmaintainstrong working relationships with strategic customers, independent agents, and internal partners. Ensure customer requirements are accurately documented, clearly understood, and metin accordance withcompany standards. Document customer interactions, order activity, and project updates accurately and consistently. Identifyopportunities to improve customer service processes, project execution, and operational efficiency. Support special projects and initiatives as assigned, and perform other duties asrequired. RequiredQualifications Minimum of 5 years of applicable experience preferred SAP S4Hana and/or QAD experiencerequired Experience with order entry, order management, and expediting ordersrequired 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 degreeof accuracy Ability to tactfully handle stressful anddifficult situationswith 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 chan