Customer Service Representative
Watson-Marlow - North America · Wilmington, MA
- On site
- Full-time
- $77,000 / year
- Wilmington, MA
Job highlights
- Manage customer relationships and end-to-end order process.
- Serve as primary customer contact and resolve issues.
- Enter orders accurately and process payments.
- Collaborate with internal teams for customer needs.
- Enhance customer experience through proactive service.
About the role
Customer Service Representative - Customer Experience Team
Watson-Marlow Fluid Technology Solutions, a part of the Spirax Group, is seeking a motivated and detail-oriented Customer Experience Representative to join our newly formed CX team. This role focuses on enhancing the customer experience by managing a dedicated group of customers, building strong relationships, and overseeing the end-to-end inquiry to order process. You will be the primary liaison between customers and internal teams, ensuring exceptional service from quotation to post-delivery issue resolution.
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 customers regarding product lead times, inventory availability, or other order-related updates.
- Enter customer orders accurately into the ERP system (Microsoft AX/Dynamics) and process credit card payments.
- Collaborate with internal teams to prioritize and follow up on customer needs, ensuring timely order status updates and shipment tracking.
- Assist in preparing and following up on customer quotations, and proactively identify/resolve order discrepancies.
- Maintain and update sales agreements, pricing, and customer information in the CRM/ERP system.
- Participate in continuous improvement initiatives to enhance customer satisfaction and streamline processes.
- Provide support for online customer interactions (WebChat/Teams) and maintain accurate customer records in the CRM/ERP system.
- Attend team meetings, training sessions, and workshops to enhance professional knowledge.
- Support data cleanup initiatives to improve data integrity and prepare for system enhancements.
- Perform other duties as assigned.
What You’ll Need to Be Successful
- Minimum of 2+ years in B2B customer service, inside sales, or a related field.
- Exceptional oral and written communication skills.
- Willingness to build customer relationships through phone and/or in-person interactions.
- Proactive, solution-oriented mindset with strong analytical skills.
- High level of accuracy and organizational skills for error-free data management.
- Proficiency in Windows applications, Microsoft Office Suite (Word, Excel, Outlook, Teams), and experience with CRM/ERP systems (preferably Microsoft AX/Dynamics).
- Professionalism and a proven 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.
- Attention to detail and a proactive problem-solving approach.
Benefits and Perks
- Robust Retirement Plan: 5% employer 401K contribution and 50% match on up to 3% of contributions.
- Comprehensive Parental Leave: 16 weeks at 100% pay, with a gradual 8-month reintegration at 80% work schedule for 100% pay.
- Generous Time Off: Vacation, well-being days, 9 observed holidays, 1 floating holiday, up to 15 caregiver days, and 80 hours of annual sick leave.
- Community Engagement: 3 paid volunteer days annually.
- Healthcare: 3 healthcare plans with HSA contributions.
Company Culture
Watson-Marlow Fluid Technology Solutions is part of the Spirax Group, a global industrial engineering group committed to creating sustainable value. We foster an inclusive and equitable working environment where everyone is valued and can achieve their full potential. We celebrate diversity and encourage collaboration across all backgrounds and identities.
Key skills/competency
- Customer Service
- B2B Sales
- Customer Relationship Management
- Order Entry
- ERP Systems
- Microsoft Dynamics AX
- Communication Skills
- Problem-Solving
- Data Management
- Customer Experience
Skills & topics
- Customer Service Representative
- Customer Experience
- B2B
- Order Entry
- CRM
- ERP
- Microsoft Dynamics
- Customer Support
- Relationship Management
- Inside Sales
How to get hired
- Tailor your resume: Highlight B2B customer service experience and proficiency with CRM/ERP systems like Microsoft Dynamics AX.
- Showcase communication skills: Emphasize your ability to build strong customer relationships and resolve issues proactively.
- Demonstrate problem-solving: Provide examples of your analytical skills and attention to detail in previous roles.
- Research Watson-Marlow: Understand their commitment to customer experience and inclusive culture to align your application.
- Prepare for hybrid work: Be ready to discuss your ability to manage responsibilities effectively in a hybrid environment.
Technical preparation
Master Microsoft Office Suite applications.,Gain experience with ERP/CRM systems.,Practice accurate data entry.,Familiarize with order processing workflows.
Behavioral questions
Describe a time you resolved a customer issue.,How do you prioritize multiple customer requests?,How do you build rapport with clients?,Share an example of proactive problem-solving.
Frequently asked questions
- What is the work arrangement for the Customer Service Representative role at Watson-Marlow?
- This Customer Service Representative position is a hybrid role, requiring 3 days per week in the office. You can be based in either the Irvine, CA or Wilmington, MA office.
- What are the key responsibilities of a Customer Service Representative at Watson-Marlow?
- Key responsibilities include serving as the primary point of contact for customers, managing the end-to-end inquiry to order process, entering orders into the ERP system, processing payments, collaborating with internal teams, and resolving customer issues to enhance their overall experience.
- What software and systems does a Customer Service Representative need to be proficient in at Watson-Marlow?
- Proficiency in Windows applications, Microsoft Office Suite (Word, Excel, Outlook, Teams) is required. Experience with CRM/ERP systems, particularly Microsoft AX/Dynamics, is highly preferred.
- What is the minimum experience required for this Customer Service Representative position?
- A minimum of 2+ years in B2B customer service, inside sales, or a related field is required for this role.
- What kind of benefits does Watson-Marlow offer to its employees?
- Watson-Marlow offers a generous benefits package including a robust retirement plan with employer contributions and matching, comprehensive parental leave, ample time off, community engagement opportunities, and multiple healthcare plans.
- How does Watson-Marlow foster an inclusive work environment for its Customer Service Representatives?
- Watson-Marlow, as part of Spirax Group, is passionate about creating inclusive and equitable working cultures where everyone can be themselves and achieve their full potential. They value diversity and aim to create a supportive environment for all employees.
- What is the salary range for the Customer Service Representative role?
- The salary range for this position is USD 49,686.00 - 77,634.00 annually. The final salary offered will depend on factors such as education, experience, and geographic location.
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