Customer Service Representative

Customer Service Representative

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.

We are looking for a highly motivated, energetic, and detail-oriented individual to join our newly formed Customer Experience (CX) team, where our focus is to enhance the customer experience by dedicating a CX team member to our customers. As the Customer Experience Representative, you will manage a specific group of customers, building and maintaining strong relationships to grow and strengthen our business. With a customer-obsessed mindset, you will oversee the end-to-end inquiry to order process, ensuring exceptional service at every stage of the transactionfrom initial quotation through order entry, confirmation, tracking, and resolution of any issues post-delivery. You will be the key liaison between customers and internal teams, ensuring customer needs are met efficiently and accurately while following standard operating procedures. Please note that this position will seat in our Wilmington, MA or Irvine, CA office and it is a hybrid role with 3 days in office.

This role will focus on:

• 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 liaise 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:

• Minimum of 2+ years in B2B customer service, inside sales, or a related field.
• Exceptional oral and written communication skills to effectively interact with internal and external stakeholders.
• Must be willing to build a relationship with customers, which includes speaking over the phone and/or in-person as needed.
• A proactive and solution-oriented mindset with strong analytical skills to resolve issues efficiently.
• High level of accuracy and organizational skills to ensure error-free order entry and customer data management.
• Proficient in Windows applications and Microsoft Office programs (Word, Excel, Outlook, Teams) and experienced in CRM/ERP systems, preferably Microsoft AX/Dynamics.
• Professionalism and proven track record showing the ability to build and maintain strong customer relationships.
• Strong ability to prioritize tasks and manage multiple responsibilities in a fast-paced environment.
• Familiarity with standard operating procedures and commitment to upholding them.
• Energetic personality with strong communication and interpersonal abilities to collaborate across teams internally and externally.
• Attention to detail and a proactive problem-solving approach.
• 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 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 California, 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.
• 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.

Company Overview

At Watson-Marlow Fluid Technology Solutions, 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.

Watson-Marlow is part of Spirax Group, a FTSE100 and FTSE4Good multi-national industrial engineering Group with expertise in the control and management of steam, electric thermal solutions, peristaltic pumping and associated fluid technologies.

Our 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