Customer Specialist - Watson-Marlow Fluid Technology Solutions

Company: Watson-Marlow Fluid Technology Solutions (part of Spirax Group)

Location: [Not Specified]

About Watson-Marlow Fluid Technology Solutions:

Watson-Marlow Fluid Technology Solutions is part of Spirax Group, a FTSE100 and FTSE4Good multi-national industrial engineering Group specializing in steam, electric thermal solutions, peristaltic pumping, and associated fluid technologies. We offer a cooperative and encouraging team environment, challenging yet critical work, and ongoing growth opportunities.

About the Role:

We are seeking a talented Customer Specialist to serve as the liaison between our internal Aflex production and planning teams, and to provide first-class customer service to internal and external customers. This role is a critical link ensuring customer satisfaction and a positive brand experience, contributing to the company’s overall success. You will enjoy thinking on your feet, making quick and efficient decisions with minimal supervision. You will also be the first point of contact for Aflex-related questions from our sales office, ensuring smooth coordination from quote-to-shipment of Aflex orders.

Key Responsibilities:

• Review sales orders for accuracy in Microsoft Dynamics AX, calculate sales pricing, and coordinate with the planning team to confirm orders based on material availability and capacity.
• Review customer requirements for hose assembly requests and utilize Microsoft Dynamics AX to configure the Bill of Materials (BOM) and issue quotes to the sales office.
• Provide prompt, accurate, valid, and complete information to customer inquiries via phone, email, MS Teams, and Dynamics 365 CRM.
• Handle complaints, troubleshoot problems, and escalate complex issues to management with potential suggestions for improvement.
• Collaborate and coordinate with colleagues across multiple departments and the manufacturing site in the UK to achieve optimal solutions for customers.
• Utilize various Microsoft products such as Dynamics 365 CRM, AX, Teams, Excel, and Power BI in daily work.
• Retrieve and prepare documentation for customers, such as certificates of conformance and material test reports, when needed.
• Work with the aftersales team at the sales office and the quality team to remedy customer issues and issue return authorizations as needed.
• Be passionately engaged in prioritizing the health, wellbeing, and safety of colleagues, contributing to a strong safety culture.
• Live company values, exhibiting professionalism, ethical practice, professional courage, influence, working inclusively, being commercially driven, and having a passion for learning.
• Other duties as assigned.

What You'll Need to Be Successful:

• High School Diploma / GED.
• Professionally qualified in business, communication, or related fields is preferred.
• 2-4 years of experience in a process-oriented production environment as a Customer Support representative, with a demonstrated track record of customer satisfaction and problem-solving (Required).
• Proficient in English and able to understand written procedures to quickly learn and adapt company policies, procedures, and products (Required).
• Previous experience in the Hose industry is preferred but not required.
• Must be an excellent typist (50-65 wpm) while talking on the phone (Required).
• Direct experience with digital communication tools such as Microsoft Teams, Microsoft Dynamics ERP, and/or Microsoft Dynamics 365 CRM systems (Preferred).
• Organized, methodical, and approachable with effective communication skills, outstanding attention to detail, and exemplary planning and time management skills.
• Strong commitment to site excellence and high adaptability to learn new products, services, and systems quickly.
• Focused on delivering results with strong diligence, ability to work in a fast-paced environment handling high volumes of inquiries with tight deadlines, and maintain professionalism under pressure.

Benefits:

• [Not Specified]

Company Values:

• [Not Specified]