Customer Service Representative III (Strategic Projects)

TL;DR

Customer Service Representative III (Strategic Projects): Managing customer deliverables for large strategic accounts with an accent on cross-functional coordination between sales, operations, and manufacturing. Focus on executing complex project orders and resolving escalations to ensure precise delivery timelines for high-volume customers.

Location: Hybrid (North Andover, MA). Must work onsite Monday–Wednesday.

Salary: $25.75 - $27.90 hourly

Company

A leading global brand with a 150-year history providing sustainable, smart, and connected water solutions for residential and commercial settings.

What you will do

• Serve as the primary point of contact for strategic accounts and high-volume project customers, such as data centers.
• Coordinate cross-functionally with Sales, Product Management, Operations, and Logistics to execute complex project orders.
• Manage the end-to-end order lifecycle, including configuration, partial shipments, billing, and expediting.
• Monitor SAP S4Hana/QAD ERP systems to track order status, inventory availability, and production schedules.
• Maintain project trackers and service reports to ensure visibility for internal stakeholders and customers.
• Identify risks to project timelines and proactively communicate mitigation and resolution options.

Requirements

• Minimum of 5 years of applicable experience preferred.
• SAP S4Hana and/or QAD experience required.
• Proven expertise in order entry, order management, and expediting orders.
• Experience supporting large customer accounts or project-based orders.
• Proficiency in Microsoft Excel, Word, and PowerPoint.
• Must be based in or be able to work from North Andover, MA (Hybrid: 3 days onsite).

Culture & Benefits

• Comprehensive medical and dental coverage and retirement benefits.
• Family building benefits, including paid maternity and paternity leave.
• 10 paid holidays and Paid Time Off.
• Professional development opportunities and educational reimbursement.
• Fitness reimbursements and employee discount programs.
• Team-oriented culture focused on integrity, accountability, and inclusive growth.