Customer Experience Representative

Job Title: Customer Experience Representative (B2B)
Location: 37 Upton Drive, Wilmington, MA
Location Type: Hybrid
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. Visit our website to learn more.

Company Overview

At Watson-Marlow Fluid Technology Solutions, part of Spirax Group, we are driven by innovation and are 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 shared Purpose is to create sustainable value for all our stakeholders as we engineer a more efficient, safer and sustainable world. Our technologies play an essential role in critical industrial processes and industrial equipment across industries as diverse as Food & Beverage, Pharmaceutical & Biotechnology, Power Generation, Semiconductors and Healthcare. With customers in 116 countries, we provide the solutions that sit behind the production of many items used in daily life, from baked beans to mobile phones!

Our inclusive culture and Values, unites us, guides our decisions and inspires us everywhere that we operate. We support our colleagues to make their difference for each other as well as customers, communities, suppliers, our planet and shareholders by creating a truly equitable working environment where everyone feels included.

Why Join Us

• Work on high-impact, technically complex solutions across global industries
• Be part of a collaborative, people-first culture with strong internal mobility
• Access career growth and development opportunities, including leadership pathways
• Contribute to a company committed to inclusion, innovation, and sustainability

This role will focus on:

We are looking for a motivated and detail-oriented individual to join our newly formed Customer Experience (CX) team, where our focus is on enhancing the overall customer experience through dedicated support. As a Customer Experience Representative, you will manage a defined group of customers, building and maintaining strong relationships that support business growth.
With a customer-focused mindset, you will own the end-to-end inquiry-to-order process-ensuring a seamless experience from initial quotation through order entry, confirmation, tracking, and post-delivery issue resolution. You will serve as a key liaison between customers and internal teams, ensuring needs are met efficiently, accurately, and in alignment with standard operating procedures.
This role is based in Wilmington, MA and operates on a hybrid schedule (3 days in-office).

What you'll be doing:
• Serve as the primary point of contact for customers, addressing inquiries, resolving concerns, and delivering superior service.
• Proactively communicate with our customers on a wide array of needs. Communicate changes to product lead times, inventory availability, or other order-related updates to customers and internal teams.
• Directly enter customer orders into the ERP system (Microsoft AX/Dynamics), ensuring all data is accurate, complete, and up-to- date.
• Process credit card payments and support financial operations for efficient customer account setup and issue resolution.
• Collaborate and liase with internal teams to ensure the customer's needs are prioritized and followed up on.
• Monitor and maintain delivery timelines to ensure alignment with customer expectations.
• Provide timely and accurate order status updates, including shipment tracking information, as requested by customers.
• Assist in the preparation and follow-up of customer quotations, ensuring accuracy and alignment with customer requirements. Follow-up with customers and/or Sales on quoted product with intent to order.
• Proactively identify and resolve order discrepancies, working closely with the warehouse and operations teams.
• Maintain and update sales agreements, pricing, and customer information in the ERP system and relevant databases.
• Participate in continuous improvement initiatives to streamline processes and enhance customer satisfaction.
• Provide support for online customer interactions, including WebChat/Teams, ensuring a consistent and professional experience.
• Attend team meetings, training sessions, and workshops to enhance professional knowledge and contribute to organizational success.
• Ensure customer records, including contacts, addresses, and account information, are accurate and up to date in the CRM/ERP system.
• Support data cleanup initiatives to enhance data integrity and prepare for future integration and system improvement projects.
• Perform other duties as assigned or directed by the manager.

This is what you'll need to be successful in this role:
• 2+ years of experience in B2B customer service, inside sales, or a related customer-facing role.
• Strong verbal and written communication skills, with the ability to engage effectively with both internal teams and external customers.
• Demonstrated ability to build and maintain customer relationships, including comfort with phone and/or in-person interactions as needed.
• Proactive, solutions-oriented mindset with solid analytical and problem-solving skills to resolve issues efficiently.
• High level of accuracy and organization, with attention to detail in order entry and customer data management.
• Proficiency in Microsoft Office (Word, Excel, Outlook, Teams) and experience using CRM/ERP systems; familiarity with Microsoft Dynamics/AX is a plus.
• Proven ability to develop and sustain strong customer relationships with professionalism and credibility.
• Ability to prioritize effectively and manage multiple tasks in a fast-paced environment.
• Familiarity with standard operating procedures and a commitment to following and improving them where appropriate.
• Collaborative and approachable style, with strong interpersonal skills to work across teams and functions.
• Detail-oriented with a proactive approach to identifying and resolving challenges.

Physical Demands:
• Mobility: Must be able to sit at a desk for extended periods, and occasionally lift or carry office supplies and equipment up to 10 pounds.
• Vision and Hearing: Ability to use a computer and read documents. Effective communication skills to interact with colleagues and clients.
• Work Environment: Typical office setting with moderate noise levels and standard office equipment.
Reasonable accommodations will be provided to enable individuals with disabilities to perform essential job functions.
We are an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

This position offers a salary range of USD 49,686.00 - 77,634.00 per year. 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.

At Watson-Marlow, we believe in taking care of our colleagues. We offer a generous benefits package, including:

• Robust Retirement Plan: Benefit from a 5% employer 401K contribution, plus a 50% match on up to 3% of your contributions for added financial security, empowering your financial security.
• Comprehensive and Supportive Parental Leave: Experience our inclusive, gender-neutral parental leave policy, offering 16 weeks at 100% pay. Upon your return, enjoy a gradual transition with a unique 80% work schedule while still receiving 100% of your pay for the first 6 months, ensuring a balanced reintegration into the workplace.
• Fertility Assistant Program: Fertility Benefits to support you on your journey to building a family. It may include IVF, genetic testing, and other fertility-related services.
• Generous Time Off: Enjoy ample time off to recharge and attend to life's circumstances with generous vacation and well-being day, 9 observed holidays, 1 floating holiday day, up to 15 caregiver days, and 80 hours of annual sick leave.
• Community Engagement Opportunities: Make a difference with 3 paid volunteer days each year, encouraging you to give back to the community and causes you care about.
• And Many More Benefits: Such as an offering of 3 healthcare plans with HSA contributions along with other benefits designed to support your well-being and professional growth. We invite you to explore all the ways we strive to create a fulfilling and rewarding work environment.

Everyone is Included at Spirax Group

We are passionate about creating inclusive and equitable working cultures where everyone can be themselves and achieve their full potential. For us, that means supportive teams and strong relationships where everyone's contribution is valued across social and cultural backgrounds, ethnicities, ages, genders, gender identities, abilities, neurodiversity, sexual orientation, religious beliefs, and everything else that makes us human and unique.

We know that everyone needs some extra help from time to time, so we have introduced a range of additional benefits through our Group Inclusion Commitments. Learn more at Our Inclusion Commitments.

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.