Customer Service Representative

Job Title:

Customer Service Representative 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.

We are looking for a highly motivated, energetic, and detail-oriented individual to join our newly formed Customer Experience (CX) team, were 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 transaction—from 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 office and it is a hybrid role with 3 days in office.

• 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 Web Chat/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.

• 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…