Spirax-Sarco Engineering
Customer Service Representative
Spirax-Sarco Engineering, Wilmington, Massachusetts, us, 01887
Job Title:
Customer Service Representative
Location:
WM USA - 37 Upton Drive
Location Type:
Hybrid
Website:
https://www.wmfts.com/en/
Group:
https://www.spiraxgroup.com/
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.
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, including changes to product lead times, inventory availability, or other order‑related updates.
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 and 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.
Willingness to build relationships with customers, including 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.
Proficiency in Windows applications and Microsoft Office programs (Word, Excel, Outlook, Teams) and experience in CRM/ERP systems, preferably Microsoft AX/Dynamics.
Professionalism and a proven track record of building and maintaining 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.
This position offers a salary range of $49,686 and 74,529 dls. 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 401K contribution, plus a 50% match on up to 3% of your contributions.
Comprehensive and Supportive Parental Leave:
gender‑neutral policy offering 16 weeks at 100% pay, with a gradual transition plan upon return.
Generous Time Off:
ample vacation, well‑being days, 9 holidays, 1 floating holiday, up to 15 caregiver days, and 80 hours of annual sick leave.
Community Engagement Opportunities:
3 paid volunteer days each year.
Additional benefits: 3 healthcare plans with HSA contributions and other benefits designed to support your well‑being and professional growth.
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. 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 Watson‑Marlow Fluid Technology Solutions is 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, specialized filling systems and products for single-use applications.
Watson‑Marlow is part of the Spirax Group, a FTSE‑100 and FTSE‑4Good 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.
With customers in 165 countries, we provide solutions that sit behind the production of many items used in daily life, from baked beans to mobile phones. Our inclusive culture and values unite us, guide our decisions and inspire us across all aspects of our operations.
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Customer Service Representative
Location:
WM USA - 37 Upton Drive
Location Type:
Hybrid
Website:
https://www.wmfts.com/en/
Group:
https://www.spiraxgroup.com/
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.
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, including changes to product lead times, inventory availability, or other order‑related updates.
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 and 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.
Willingness to build relationships with customers, including 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.
Proficiency in Windows applications and Microsoft Office programs (Word, Excel, Outlook, Teams) and experience in CRM/ERP systems, preferably Microsoft AX/Dynamics.
Professionalism and a proven track record of building and maintaining 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.
This position offers a salary range of $49,686 and 74,529 dls. 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 401K contribution, plus a 50% match on up to 3% of your contributions.
Comprehensive and Supportive Parental Leave:
gender‑neutral policy offering 16 weeks at 100% pay, with a gradual transition plan upon return.
Generous Time Off:
ample vacation, well‑being days, 9 holidays, 1 floating holiday, up to 15 caregiver days, and 80 hours of annual sick leave.
Community Engagement Opportunities:
3 paid volunteer days each year.
Additional benefits: 3 healthcare plans with HSA contributions and other benefits designed to support your well‑being and professional growth.
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. 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 Watson‑Marlow Fluid Technology Solutions is 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, specialized filling systems and products for single-use applications.
Watson‑Marlow is part of the Spirax Group, a FTSE‑100 and FTSE‑4Good 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.
With customers in 165 countries, we provide solutions that sit behind the production of many items used in daily life, from baked beans to mobile phones. Our inclusive culture and values unite us, guide our decisions and inspire us across all aspects of our operations.
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