Customer Service Specialist - Aflex

Job Title: Customer Service Specialist - Aflex Location: WMFTS - USA - Supply - Devens, MA Location Type: On‑Site Website: Group: When you join Watson‑Marlow Fluid Technology Solutions, a part of the Spirax Group, you will be integrated into a cooperative and encouraging team, participate in challenging yet critical work, and experience ongoing growth opportunities to help you achieve your full potential. About the Company Watson‑Marlow Fluid Technology Solutions is part of the Spirax Group, a FTSE100 and FTSE4Good multinational industrial engineering group with expertise in the control and management of steam, electric thermal solutions, peristaltic pumping, and associated fluid technologies. Role Summary We are looking for a talented Customer Specialist to be the liaison between our internal Aflex production and planning teams, and to provide first‑class customer service to internal and external customers. The Customer Specialist is a critical link between our site and our customers, ensuring satisfaction, a positive brand experience, and supporting the company’s overall success. In this role you will enjoy the challenge of thinking on your feet, making decisions quickly and efficiently with little supervision. You will also serve as the first point of contact for Aflex‑related questions from our sales office and ensure a smooth coordination of quote‑to‑shipment of Aflex orders by obtaining lead time from the factory, confirming stock position with our warehouse, closely working with our planning team about manufacturing capacity, confirming sales orders using ERP system in a timely manner, and following up with production to ensure on‑time shipment to our customers. You will also prepare quotes on pricing, availability, and estimated shipping cost with support from other departments, provide customers with tracking information for their orders, and research and handle customer inquiries and complaints to resolve issues in a punctual manner. You will collect and share customer feedback with relevant departments to enhance product and services, stay updated on new products and services, and perform other duties as assigned by manager. Responsibilities Review sales orders for accuracy in Microsoft Dynamics AX, calculate sales pricing, and coordinate with planning team to confirm orders based on material availability and capacity. Review customer requirements for hose assembly requests and utilize Microsoft Dynamics AX to configure the BOM and issue quotes to sales office. Provide prompt, accurate, valid, and complete information to customer inquiries via phone, email, MS Teams, and Dynamics 365 CRM. Handle complaints, troubleshoot problems, and when necessary, escalates complex issues to management along with possible suggestions for improvement. Collaborate and coordinate with colleagues across multiple departments and the manufacturing site in the UK to achieve optimal solutions for our customers. Use different Microsoft products such as Dynamics 365 CRM, AX, Teams, Excel, and Power BI in your daily work. Retrieve and prepare documentation for customers such as certificate of conformance and material test reports when needed. Work with after‑sales team at sales office and quality team to remedy issues experienced by the customer and issue return authorizations as needed. Participate in our #1 priority: the health, wellbeing, and safety of our colleagues, contributing to the creation of a strong safety culture. Live our company values by exhibiting professionalism, ethical practice, professional courage, influence, inclusive work, commercial drive, and a passion for learning. Other duties as assigned. Working With All levels of the organization. Qualifications High School Diploma / GED. Professionally qualified in business, communication, or related fields preferred. At least 2–4 years of experience in a process‑oriented production environment as Customer Support, with a demonstrated customer satisfaction and problem‑solving track record – Required. Proficient in English and able to understand written procedures to quickly learn and adapt company policies, procedures, and products offered – Required. Previous experience in Hose industry is preferred but not required. Excellent typist, 50–65 wpm, while talking on the phone – Required. Direct experience with digital communication tools such as Microsoft Teams, Microsoft Dynamics ERP and/or Microsoft Dynamics 365 CRM systems – Preferred. Organized, methodical, approachable with effective communication skills, outstanding attention to detail, and exemplary planning and time‑management skills. Strong commitment to site excellence and high adaptability to learn new products, services, and systems quickly. Focused on delivering results with strong diligence, ability to work in a fast‑paced environment, handling high volumes of inquiries with tight deadlines, and maintaining professionalism under pressure. Salary: USD 55,000 – 79,000 (Salaried). Final salary offers are determined by multiple factors, including education, experience, internal equity, geographic location, and the candidate’s expertise, and therefore may vary from the range listed. For roles based outside Massachusetts, the applicable salary range may be lower. Benefits Robust Retirement Plan: 5% employer 401(k) contribution, plus a 50% match on up to 3% of your contributions. Comprehensive and Supportive Parental Leave: 16 weeks at 100% pay, gradual transition with 80% work schedule and same pay for first 6 months. Generous Time Off: Vacation, well‑being day, 9 observed holidays, 1 floating holiday, up to 15 caregiver days, 80 hours of annual sick leave. Community Engagement Opportunities: 3 paid volunteer days each year. Additional Benefits: 3 health‑care plans with HSA contributions and other benefits. Inclusion We are passionate about creating inclusive and equitable working cultures where everyone can be themselves and achieve their full potential. We value supportive teams and strong relationships, ensuring everyone’s contribution is valued across background, ethnicity, age, gender, gender identity, ability, neurodiversity, sexual orientation, religious belief, and all aspects that make us human and unique. Equal Opportunity Employer Watson‑Marlow Fluid Technology Solutions is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or other protected characteristics as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Watson‑Marlow Fluid Technology Solutions makes hiring decisions based solely on qualifications, merit, and business needs at the time. Company Overview At Watson‑Marlow Fluid Technology Solutions, we are driven by innovation and dedicated to creating an inclusive workplace where everyone is empowered to make a difference. As a world leader in manufacturing peristaltic pumps and associated fluid path technologies for the life sciences and process industries, we offer a wide range of products, including tubing, specialised filling systems and products for single‑use applications. Our purpose is to create sustainable value for all stakeholders as we engineer a more efficient, safer, and sustainable world. Our technologies play an essential role in critical industrial processes and equipment across industries as diverse as Food & Beverage, Pharmaceutical & Biotechnology, Power Generation, Semiconductors and Healthcare. With customers in 165 countries, we provide the solutions that sit behind the production of many items used in daily life. #J-18808-Ljbffr Spirax-Sarco Engineering