What are the responsibilities and job description for the Customer Service Specialist position at Watson-Marlow Fluid Technology Solutions?
Job Title : Customer Service Specialist Location : WM USA - 37 Upton Drive Location Type : Hybrid
Salary : $55k - $65k Corporate Benefits
Requisition Closing date : 10 / 02 / 2025 Website : https : / / www.wmfts.com / en / Group : https : / / www.spiraxgroup.com /
We are looking for a highly motivated and detail-oriented individual to join our team as a Customer Service Specialist. In this role, you will manage a range 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 order process, ensuring exceptional service at every stage of the transaction-from initial quotation through order entry 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.
When you join Watson-Marlow Fluid TechnologySolutions, a part of the Spirax Group, you will be integrated into acooperative and encouraging team, participate in challenging yet critical work,and experience ongoing growth opportunities to help you achieve your fullpotential. Visit our website to learn more.
This role will focus on :
- Serve as the primary point of contact for customers, addressing inquiries, resolving concerns, and delivering superior service.
- Directly enter customer orders into the ERP system (Microsoft AX / Dynamics), ensuring all data is accurate, complete, and up-to-date.
- Monitor and maintain delivery timelines to ensure alignment with customer expectations.
- Communicate changes to product lead times, inventory availability, or other order-related updates to customers and internal teams proactively.
- Collaborate with internal teams to ensure seamless order management and resolution
- Provide timely and accurate order status updates, including shipment tracking information, as requested by customers.
- Process credit card payments and support financial operations for efficient customer account setup and issue resolution.
- Assist in the preparation and follow-up of customer quotations, ensuring accuracy and alignment with customer requirements.
- 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, 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.
To be successful in this role, youwill need :
At Watson-Marlow, we believe in taking care of our colleagues. We offer a generous benefits package, including :
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. These include :
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.
CompanyOverview
At Watson-Marlow Fluid Technology Solutions, we are driven by innovationand are dedicated to creating an inclusive workplace where everyone isempowered to make a difference. As a world leader in manufacturing peristalticpumps and associated fluid path technologies for the life sciences and processindustries, we offer a wide range of products, including tubing, specialisedfilling systems and products for single-use applications.
Watson-Marlow is part of Spirax Group, aFTSE100 and FTSE4Good multi-national industrial engineering Group withexpertise in the control and management of steam, electric thermal solutions,peristaltic pumping and associated fluid technologies.
Our purpose is to createsustainable value for all our stakeholders as we engineer a more efficient,safer and sustainable world. Our technologies play an essential role incritical industrial processes and industrial equipment across industries asdiverse as Food & Beverage, Pharmaceutical & Biotechnology, PowerGeneration, Semiconductors and Healthcare. With customers in 165 countries, weprovide the solutions that sit behind the production of many items used indaily life, from baked beans to mobile phones!
Our inclusive culture and values, unites us, guides our decisions and inspires us everywhere that weoperate. We support our colleagues to make their difference for each other aswell as customers, communities, suppliers, our planet and shareholders bycreating a truly equitable working environment where everyone feels included.
Salary : $55,000 - $65,000
