B2B CX Specialist - Hybrid

Spirax-Sarco Engineering; Wilmington (MA); Hybrid; USD 49,686 - 77,634; Full time

Benefits offered by this job

5% 401K employer contribution

Up to 3% match on contributions

Parental leave policy

Generous time off and holidays

Volunteer days

Multiple health plans with HSA

Job summary

Watson-Marlow Fluid Technology Solutions is seeking a Customer Experience Representative to manage a defined group of B2B customers, guiding inquiries through order entry, confirmation, tracking, and post-delivery support. You will be the liaison between customers and internal teams to ensure accurate, timely service.

This role emphasizes relationship-building, order accuracy, and proactive communication in a hybrid Wilmington, MA setting.

Qualifications

• 2+ years of experience in B2B customer service or related role.

Responsibilities

• Serve as the primary point of contact for customers, addressing inquiries, resolving concerns, and delivering superior service.
• Proactively communicate with customers on needs and updates (lead times, inventory, order status) to internal teams.
• Enter customer orders into the ERP system accurately and up-to-date.
• Process credit card payments and support account setup.
• Collaborate with internal teams to prioritize customer needs.
• Monitor and maintain delivery timelines to meet customer expectations.
• Provide order status updates and shipment tracking as requested.
• Assist in preparing and following up on customer quotations and follow-ups.
• Identify and resolve order discrepancies with warehouse/operations.
• Maintain customer records in CRM/ERP and update pricing and agreements.
• Participate in process improvements to enhance customer satisfaction.
• Support online interactions (WebChat/Teams) for consistent experiences.

Skills

B2B customer service

Strong communication

Customer relationship building

CRM/ERP systems

Microsoft Dynamics/AX familiarity

data entry accuracy

multitasking

collaboration across teams

detail-oriented

Tools

Microsoft AX/Dynamics

Job description

Watson-Marlow Fluid Technology Solutions is seeking a Customer Experience Representative to manage a defined group of B2B customers, guiding inquiries through order entry, confirmation, tracking, and post-delivery support. You will be the liaison between customers and internal teams to ensure accurate, timely service.

This role emphasizes relationship-building, order accuracy, and proactive communication in a hybrid Wilmington, MA setting.