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. 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 a remote role with occasional travel.   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.