Job Title: Customer Service Specialist - Aflex
Location: WMFTS - USA - Supply - Devens, MA
Location Type: On-Site
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.

This role will focus on:

Who We Are
Watson-Marlow Fluid Technology Solutions is part of Spirax Group, a FTSE100 and FTSE4Good multi-national industrial engineering Group with expertise in the control and management of steam, electric thermal solutions, peristaltic pumping and associated fluid technologies.
When you join us, 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.

Role Summary
We are looking for a talented Customer Specialist to be the liaison between our internal Aflex production and planning teams, and to provide first-class customer service to internal and external customers. The Customer Specialist is a critical link between our site and our customers, ensuring satisfaction, and a positive brand experience while contributing to the company’s overall success.
In this role you will enjoy the challenge of thinking on your feet, making decisions quickly and efficiently with little supervision. You will also serve a first point of contact for Aflex related questions from our sales office and ensure a smooth coordination of quote-to-shipment of Aflex orders by obtaining lead time from the factory, confirming stock position with our warehouse, closely working with our planning team about manufacturing capacity, confirming sales orders using ERP system in a timely manner, and following up with production to ensure on-time shipment to our customers.
In this role you will also prepare quotes on pricing, availability, and estimated shipping cost with support from other departments, provide customers tracking information for their orders, and research and handle customer inquiries and complaints to resolve issues in a punctual manner.
You will collect and share customer feedback with relevant departments to enhance product and services, in line with our continuous improvement approach, stay updated on new products and services and other duties as assigned by manager.

What you’ll be doing

• Review sales orders for accuracy in Microsoft Dynamics AX, calculate sales pricing and coordinate with 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 BOM and issue quotes to 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 when necessary, escalate complex issues to management along with possible suggestions for improvement.
• Collaborate and coordinate with colleagues across multiple departments and the manufacturing site in the UK to achieve optimal solutions for our customers.
• Use different Microsoft products such as Dynamics 365 CRM, AX, Teams, Excel, and PowerBi in your daily work.
• When needed, you will retrieve and prepare documentation for customers such as certificate of conformance and material test reports.
• Work with aftersales team at sales office and quality team to remedy issues experienced by the customer and issue return authorizations as needed.
• You will passionately be engaged in our #1 priority: the health, wellbeing, and safety of our colleagues, contributing to the creation of a strong safety culture.
• As well as living our Company Values, you exhibit professionalism and ethical practice, professional courage, and influence, working inclusively, commercially driven with a passion for learning.
• Other duties as assigned.

Who you’ll be working with
All levels of the organization.

This is what you’ll need to be successful in this role

• High School Diploma / GED. Professionally qualified in business, communication, or related fields preferred/

• At least 2-4 yrs. experience in a process-oriented production environment as Customer Support, with demonstrated customer satisfaction and problem-solving track record – Required
• Proficient in English and be able to understand written procedures to quickly learn and adapt company policies, procedures, and products offered - Required
• Previous experience in Hose industry is preferred but not required.
• Must be an excellent typist, at least 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
• You are organized, methodical, and approachable with effective communication skills, outstanding attention to detail and exemplary planning and time management skills
• Must have a strong commitment to site excellence and high adaptability to learn new products, services, and systems quickly.
• Focused on delivering results with strong diligence, with ability to work in a fast-paced environment, handling high volumes of inquiries with tight deadlines and maintain professionalism under pressure.

This position offers a salary range of (USD 55,000.00 - 79,000.00 Salaried). 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.

At Watson-Marlow, we believe in taking care of our colleagues. We offer a generous benefits package, including:

• 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. We invite you to explore all the ways we strive to create a fulfilling and rewarding work environment.

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. 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

At Watson-Marlow Fluid Technology Solutions, we are driven by innovation and are dedicated to creating an inclusive workplace where everyone is empowered to make a difference. As 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, specialised filling systems and products for single-use applications.

Watson-Marlow is part of Spirax Group, a FTSE100 and FTSE4Good 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. Our technologies play an essential role in critical industrial processes and industrial equipment across industries as diverse as Food & Beverage, Pharmaceutical & Biotechnology, Power Generation, Semiconductors and Healthcare. With customers in 165 countries, we provide the solutions that sit behind the production of many items used in daily life, from baked beans to mobile phones!

Our inclusive culture and values, unites us, guides our decisions and inspires us everywhere that we operate. We support our colleagues to make their difference for each other as well as customers, communities, suppliers, our planet and shareholders by creating a truly equitable working environment where everyone feels included.