Apply on Employer Site

Watson-Marlow - North America · 1 week ago

Customer Service Representative

Wilmington, MA

Full-time

Hybrid

Entry Level

$50K/yr - $75K/yr

2+ years exp

Watson-Marlow Fluid Technology Solutions is a leader in manufacturing peristaltic pumps and associated fluid technologies. They are seeking a highly motivated Customer Service Representative to enhance customer experience by managing inquiries and ensuring exceptional service throughout the order process.

Responsibilities

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 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

Qualification

B2B customer serviceMicrosoft AX/DynamicsCRM systemsMicrosoft OfficeCommunication skillsProblem-solvingOrganizational skillsAttention to detailInterpersonal skills

Required

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

Benefits

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.