Customer Solutions Specialist

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

This highly customer-focused individual provides cross-functional collaboration to deliver effective solutions and enhance the overall customer experience through timely, efficient support. 

This position does not have any supervisory responsibilities.

This position reports to the Customer Solutions Manager. This role is onsite and is based in Blauvelt, NY.

Primary Job Duties and Responsibilities

• Customer Relations – Confers with appropriate personnel and responds to customer inquiries and complaints.
• Function as a liaison between Customer Solutions and Sustaining Engineering/Reliability Department on parts issues that are affecting the rep network.
• Troubleshoot parts questions concerning products.
• Support Technical Services Department as required.
• Support metric-driven efficiency and continuous improvement initiatives.
• Process Warranty forms/FYSP.
• Support vertical customers.
• Support analytical report creation of warranty trends.
• Participate in ongoing development trainings both onsite and external.
• Special projects to be assigned as necessary.
• Provides continuous improvement ideas, maintains 5S program, submits quick Kaizens and safety observations monthly.
• Assume responsibility for other projects and duties as assigned by the Customer Solutions Manager or Company management.
• Demonstrates behaviors directly tied to Watts Value (Integrity, Accountability, Continuous Improvement, Transparency)
• Travel Requirements: 5%

Required Qualifications

• High school diploma or equivalent required.
• 3 years’ experience in Customer Service.
• Strong customer service focus with commitment of delivering a positive customer experience.
• Well-developed organizational and time management skills.
• Effective communication and people skills with the ability to interact effectively with internal and external stakeholders.
• Ability to multi-task and manage competing priorities in a fast-paced environment.
• Proficient in Microsoft Office applications.
• Working knowledge of PC operating systems and standard business software.
• Initiative-taking with minimal supervision, demonstrates a positive, proactive work ethic.
• 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, including drug screen, and required pre-employment testing as a condition of employment.

Preferred Qualifications

• 3 years’ experience of Customer Service experience, preferably in a manufacturing environment.
• Strong analytical and technical skills.
• Demonstrated experience working cross-functionally and participating in a team-based or special project initiatives.

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 on-site at a manufacturing facility and will perform the majority of your duties in an office environment. You may, at times, be required to be present on the manufacturing floor and will be required to wear the appropriate personal protective equipment. You will be required to work in the office at the Blauvelt, NY location (Monday – Friday). Your scheduled work hours will be communicated to you by your manager.

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 salary range for this position is $23.00- $25.65 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.

#LIOnsite

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.