Customer Service Specialist - Aflex

Spirax-Sarco Ltd. • Devens, MA

6d • $55,000 - $79,000 • Onsite

About The Position

Watson-Marlow Fluid Technology Solutions, part of the Spirax Group, is seeking a Customer Specialist to act as a liaison between their internal Aflex production and planning teams, and to provide first-class customer service to internal and external customers. This role is a critical link between the site and its customers, ensuring satisfaction and a positive brand experience while contributing to the company’s overall success. The ideal candidate will be adept at thinking on their feet, making decisions quickly and efficiently with minimal supervision. They will serve as the first point of contact for Aflex-related questions from the sales office and ensure smooth coordination from quote to shipment of Aflex orders. This involves obtaining lead times from the factory, confirming stock with the warehouse, collaborating with the planning team on manufacturing capacity, confirming sales orders in the ERP system, and following up with production for on-time shipments. The role also includes preparing quotes, providing tracking information, researching and resolving customer inquiries and complaints, collecting and sharing customer feedback for continuous improvement, and staying updated on new products and services.

Requirements

• High School Diploma / GED.
• At least 2-4 yrs. experience in a process-oriented production environment as Customer Support, with demonstrated customer satisfaction and problem-solving track record.
• Proficient in English and be able to understand written procedures to quickly learn and adapt company policies, procedures, and products offered.
• Must be an excellent typist, at least 50-65 wpm, while talking on the phone.
• 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.

Nice To Haves

• Professionally qualified in business, communication, or related fields preferred.
• Direct experience with digital communication tools such as Microsoft Teams, Microsoft Dynamics ERP and/or Microsoft Dynamics 365 CRM systems.

Responsibilities

• 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.
• 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, 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.
• Be engaged in the health, wellbeing, and safety of colleagues, contributing to the creation of a strong safety culture.
• Exhibit professionalism and ethical practice, professional courage, and influence, working inclusively, commercially driven with a passion for learning.
• Other duties as assigned.

Benefits

• Robust Retirement Plan: 5% employer 401K contribution, plus a 50% match on up to 3% of your contributions.
• Comprehensive and Supportive Parental Leave: 16 weeks at 100% pay, with a gradual transition upon return (80% work schedule at 100% pay for the first 6 months).
• Generous Time Off: Generous vacation and well-being days, 9 observed holidays, 1 floating holiday day, up to 15 caregiver days, and 80 hours of annual sick leave.
• Community Engagement Opportunities: 3 paid volunteer days each year.
• 3 healthcare plans with HSA contributions.
• Other benefits designed to support your well-being and professional growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED