Customer Service Representative III, Strategic Projects

About this role

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 reports   into   the Customer Experience Manager and is based   onsite   in North Andover , MA .  

Primary Job Duties and Responsibilities  

• Serve as the primary Customer Service point of contact for assigned strategic accounts and   high ‑ volume ,   project ‑ based   customers, including data centers and complex project environments.  

• Manage   day ‑ to ‑ day   customer deliverables to ensure alignment with project timelines, delivery commitments, and customer expectations.  

• Coordinate   cross ‑ functionally   with 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,   maintaining   clear, proactive, and consistent communication throughout the project lifecycle.  

• Manage   project ‑ based   orders from entry through delivery, including order configuration, changes, partial shipments, scheduled releases, billing, credit requests, claims, and   expediting .  

• 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, providing   timely   and   accurate   status updates to customers and internal teams.  

• Create and   maintain   project trackers, service reports, and account documentation to support visibility and reporting.  

• Support internal and customer account meetings by coordinating   logistics , preparing agendas, and documenting outcomes.  

• Identify   risks to project timelines or customer commitments and proactively communicate mitigation plans and resolution options.  

• Provide   accurate   information   regarding   products, services, orders, delivery timelines, and project status.  

• Build and   maintain   strong working relationships with strategic customers, independent agents, and internal partners.  

• Ensure customer requirements are accurately documented, clearly understood, and met   in accordance with   company standards.  

• Document customer interactions, order activity, and project updates accurately and consistently.  

• Identify   opportunities to improve customer service processes, project execution, and operational efficiency.  

• Support special projects and initiatives as assigned, and perform other duties as   required .  

Required   Qualifications  

• Minimum of 5 years of applicable experience preferred  

• SAP S4Hana and/or QAD experience   required  

• Experience with order entry, order management, and expediting orders   required  

• 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 degree   of accuracy  

• Ability to tactfully handle stressful and   difficult situations   with 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 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 in an office environment. You will   be required   to work in the office at the North Andover location three days per week (Monday – Wednesday) and can wor

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