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.

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.

The Customer Service Representative III – Strategic Project sis responsible forthe day-to-day management of customer deliverables for large strategic accounts,such asdatacentersand 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.

• 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.

• Minimum of 5 years of applicable experience preferred
• SAP S4
  
  Hana 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…