Customer Service Rep - International & Domestic

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 bycustomers in residential and commercial settings across the world.We areat theforefront of innovation, working with cutting-edge technology to provide smart andconnected, sustainable water solutions for the future. Watts is a leading brand with aquality reputation - and we have a dynamic future ahead.

This motivated individual, as part of Customer Service team, will answer questions on products and pricing, acting as the main point of contact for international customers, distributors, and representatives. They will review international and domestic customer requests for quotes and process the orders. Promoting the company and products to all external contacts.

This position reports into Customer Service. This role is onsite until you are up to speed and then transitions to hybrid 2 remote / 3 onsite. This position is based in Menomonee Falls, WI.

Primary Job Duties and Responsibilities

• Assist international customers with all questions, including: product inquiries, pricing, and lead times.

• Provide support to international representative firms, wholesalers, and distributors with quotes, order processing, freight estimates, expedites and other requests.

• Review requests for quotes and related drawings.

• Collaborate with international sales managers, estimating teams and/or engineering teams on product specifications, following standard pricing guidelines.

• Work with freight forwarders and carriers to obtain freight related costs for quotes.

• Provide air and ocean freight quotes to customers.

• Review and/or create documentation required for international orders. Maintain a working knowledge of country specific requirements.

• Professionally and expeditiously respond to inquiries from the International Website utilizing pricing and website/web tools assistance. Refer leads to appropriate manager, representative or distributor. Process requests for literature and samples.

• Participate in conference calls with international customers and International Sales Managers.

• Coordinate labeling, special packaging and other requirements with manufacturing and shipping.

• Trace lost merchandise through freight company or freight forwarder, and work with freight coordinator on any lost or damaged products.

• Assist customers with RMAs and replacement orders.

• Apply a high level of knowledge and judgment in resolving service, warranty or technical problems that are within established limits of authority and knowledge.

• Assume responsibility for other projects and duties as assigned by Customer Service leadership or Company management.

• Responsibility directly tied to Watts Value (Integrity, Accountability, Continuous Improvement, Transparency)

• Travel requirements: up to 10%.

Required Qualifications

• Associate's degree in international business or equivalent work experience.

• 3+ years' experience in customer service in manufacturing environment.

• 1+ year experience in international sales or customer service.

• Outstanding international customer relationship skills

• Solid working knowledge of international documentation requirements

• Experience working with forwarders

• Intermediate knowledge of Microsoft Office.

• Familiarity navigating the internet and working with information on websites.

• Polished, professional phone etiquette

• Understanding of and adherence to applicable laws, codes, policies, regulations, and safety practices and procedures, as applicable.

• Must successfully establish employment eligibility and satisfactorily complete background checks and required pre-employment drug test as a condition of employment.

Preferred Qualifications

• Associate's degree or higher in International Business

• Experience working in or supporting a commercial plumbing environment.

• Bilingual Spanish

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.

• 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 Menomonee Falls office 5 days/week until you are up to speed in the role; then onsite at the office three days per week with two days per week remote.

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.

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.

Watts in it for you:

Please note that the following benefits apply only to permanent roles and do not apply to internship roles.

• Competitive compensation based on your skills, qualifications and experience
• Comprehensive medical and dental coverage, retirement benefits
• Family building benefits, including paid maternity/paternity leave
• 10 paid holidays and Paid Time Off
• Continued professional development opportunities and educational reimbursement
• Additional perks such as fitness reimbursements and employee discount programs
• Learn more about our benefit offerings here: https://tapintowattsbenefits.com/

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 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.