Customer Experience Representative

Spirax-Sarco Ltd. • Wilmington, MA

2d • $49,686 - $83,360 • Hybrid

About The Position

Watson-Marlow Fluid Technology Solutions, part of Spirax Group, is seeking a motivated and detail-oriented Customer Experience Representative to join its newly formed Customer Experience team. The role manages a defined group of B2B customers and builds relationships that support business growth. It owns the end-to-end inquiry-to-order process, from quotations and order entry through confirmation, tracking, and post-delivery issue resolution, while serving as a liaison between customers and internal teams. The position follows standard operating procedures and focuses on accurate, efficient service and an improved customer experience.

The position is based in Wilmington, Massachusetts, and operates on a hybrid schedule with three days in the office. The role uses customer service, communication, organization, and problem-solving skills to address customer needs and coordinate order-related work.

Requirements

• At least 2 years of experience in B2B customer service, inside sales, or a related customer-facing role.
• Strong verbal and written communication skills for effective interaction with internal teams and external customers.
• Ability to build and maintain customer relationships, including comfort with phone or in-person interactions as needed.
• Proactive, solutions-oriented approach with analytical and problem-solving skills.
• High accuracy, organization, and attention to detail in order entry and customer-data management.
• Proficiency in Microsoft Office, including Word, Excel, Outlook, and Teams, and experience using CRM/ERP systems.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Familiarity with standard operating procedures and commitment to following and improving them where appropriate.
• Collaborative, approachable interpersonal style and ability to work across teams and functions.
• Ability to sit at a desk for extended periods and occasionally lift or carry office supplies and equipment weighing up to 10 pounds.
• Ability to use a computer and read documents, and to communicate effectively with colleagues and clients.

Nice To Haves

• Familiarity with Microsoft Dynamics/AX.
• Proven ability to develop and sustain strong customer relationships with professionalism and credibility.

Responsibilities

• Serve as the primary customer contact, responding to inquiries, resolving concerns, and providing high-quality service.
• Proactively communicate product lead-time changes, inventory availability, and other order-related updates to customers and internal teams.
• Enter customer orders into the Microsoft AX/Dynamics ERP system and ensure that information is accurate, complete, and current.
• Process credit card payments and support customer account setup and issue resolution.
• Collaborate with internal teams to prioritize and follow up on customer needs.
• Monitor delivery timelines and keep them aligned with customer expectations.
• Provide accurate order-status updates and shipment tracking information when requested.
• Prepare and follow up on customer quotations, ensuring accuracy and alignment with customer requirements; follow up with customers or Sales on quoted products with intent to order.
• Identify and resolve order discrepancies in coordination with warehouse and operations teams.
• Maintain sales agreements, pricing, and customer information in the ERP system and related databases.
• Participate in continuous improvement initiatives to streamline processes and enhance customer satisfaction.
• Support online customer interactions through WebChat and Teams.
• Attend team meetings, training sessions, and workshops to develop professional knowledge and contribute to organizational success.
• Maintain accurate and current customer records, including contacts, addresses, and account information, in CRM/ERP systems.
• Support data-cleanup initiatives to improve data integrity and prepare for future system integration and improvement projects.
• Perform other duties as assigned or directed by the manager.

Benefits

• Retirement plan with a 5% employer 401(k) contribution and a 50% match on up to 3% of employee contributions.
• Inclusive, gender-neutral parental leave of 16 weeks at 100% pay; following return, an 80% work schedule at 100% pay for the first six months.
• Fertility benefits, which may include IVF, genetic testing, and other fertility-related services.
• Generous vacation and well-being days, nine observed holidays, one floating holiday, up to 15 caregiver days, and 80 hours of annual sick leave.
• Three paid volunteer days each year.
• Three healthcare plans with HSA contributions.
• Additional benefits intended to support employee well-being and professional growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed