Customer Service Representative

Were Watts. Together were reimagining the future of water.

We feel proud every day about what we do. Were all part of the same crucial mission no matter what function we support -- its to provide safe clean water for the world and to protect our planets 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 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.

Scope of Position:

Reporting to the Inside Sales Manager the Customer Service Representative (CSR) plays a key role in delivering high-quality support to both internal teams and external customers. 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.

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 RGAs 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 as assigned by the Department Supervisor/Manager.

Required Qualifications

• A high school diploma or equivalent.

• 2 years of experience in a customer-facing role

• Experience working with ERP 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

Required Skills:

• 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.

General Applicable Company Competencies

• Commitment to Watts values of integrity accountability continuous improvement 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:

This role operates in an office environment. You will be required to work in the office at our Burlington location (5435 North Service Road Burlington ON) two days per week (Monday Tuesday) and can work remotely three days per week (Wednesday to 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 base salary range for this position is $45k - 51k CAD annually. Actual compensation will be based on individual skills experience qualifications and applicable law.

Other Information:

This posting reflects an existing vacancy in accordance with applicable Ontario employment legislation.

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

#LI (Hybrid)

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 compliance with applicable provincial laws if you believe this job posting may be fraudulent please contact us at .

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.