Hybrid B2B Customer Experience Specialist

Watson-Marlow - North America; Wilmington (MA); Híbrido; USD 50.000 - 83.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

401K plan

Parental leave

Fertility benefits

Paid time off

Volunteer days

Multiple healthcare plans

Descripción de la vacante

Watson-Marlow Fluid Technology Solutions, part of the Spirax Group, is seeking a Customer Experience Representative in Wilmington, MA. The role focuses on managing a defined group of customers, handling inquiries from quotation through order entry, tracking, and post-delivery resolution in a hybrid, in-office 3 days per week setting.

You will serve as a liaison between customers and internal teams, ensure accuracy in ERP data, process payments, and support continuous improvement initiatives.

Formación

• 2+ years of experience in B2B customer service, inside sales, or a related customer-facing role.
• Strong verbal and written communication skills; able to engage with internal teams and external customers.
• Proactive, solutions-oriented mindset with solid analytical and problem-solving skills.
• Proficiency in Microsoft Office (Word, Excel, Outlook, Teams) and familiarity with CRM/ERP systems.

Responsabilidades

• Serve as the primary point of contact for customers, addressing inquiries, resolving concerns, and delivering superior service.
• Proactively communicate with customers about product lead times, inventory, and other order-related updates to customers and internal teams.
• Directly enter customer orders into the ERP system (Microsoft AX/Dynamics), ensuring data accuracy and completeness.
• Process credit card payments and support financial operations for efficient account setup and issue resolution.
• Collaborate with internal teams to ensure customer needs are prioritized and followed up on.
• Monitor and maintain delivery timelines to align with customer expectations.
• Provide timely order status updates, including shipment tracking information.
• Assist in preparation and follow-up of customer quotations and follow-ups to convert quotes to orders.
• Identify and resolve order discrepancies with warehouse and operations teams.
• Maintain & update sales agreements, pricing, and customer data in ERP systems.
• Participate in continuous improvement to streamline processes and customer satisfaction.
• Support online customer interactions (WebChat/Teams) and attend training sessions.
• Ensure customer records are accurate in CRM/ERP systems.

Conocimientos

B2B customer service

Relationship building

Communication

ERP data entry

MS Office

Herramientas

Microsoft Dynamics AX

Descripción del empleo

Watson-Marlow Fluid Technology Solutions, part of the Spirax Group, is seeking a Customer Experience Representative in Wilmington, MA. The role focuses on managing a defined group of customers, handling inquiries from quotation through order entry, tracking, and post-delivery resolution in a hybrid, in-office 3 days per week setting.

You will serve as a liaison between customers and internal teams, ensure accuracy in ERP data, process payments, and support continuous improvement initiatives.