Customer Service Representative

at  WatsonMarlow Fluid Technology Solutions

LOCATION TYPE: HYBRID

Website: https://www.wmfts.com/en/
Group: https://www.spiraxgroup.com/
We are seeking a highly skilled and customer-focused Customer Service Representative to join our team in Concord, Ontario. As the primary point of contact for our valued customers, you will play a vital role in delivering exceptional service and ensuring customer satisfaction. At our company, customer satisfaction is our top priority, and we strive to exceed expectations every day.
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:

• Based in Concord , Ontario this role is three days in office minimum with an option to work from a home office two days per week.
• Process and manage various types of orders, including sales orders, demo orders, trial orders, return orders, and service orders.
• Respond to customer inquiries via phone or by email, providing timely and effective solutions.•
• Issue simple quotes, manage debits and credits, and offer after-sales support to ensure customer satisfaction.•
• Proactively follow up on orders and shipments to ensure timely receipt and resolve any delivery issues.
• Monitor and manage backlog reports to ensure efficient order fulfillment
• Utilize ERP and CRM systems to manage customer interactions, track orders, and analyze sales data
• Maintain professional and technical knowledge by attending training sessions as needed.
• Provide exceptional support to internal and external customers, ensuring their needs are met and business objectives are achieved
• Collaborate with the customer service team to deliver outstanding service, and perform various duties as required to drive business success.

TO BE SUCCESSFUL IN THIS ROLE, YOU WILL NEED:

• Minimum of three years of experience in customer service.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict resolution abilities.
• Ability to work in a fast-paced environment and prioritize tasks effectively
• High school diploma or equivalent required; post-secondary education is an asset.
• Strong English communication skills (oral & written) required, French language skills a plus but not mandatory .
• Strong time management skills.
• Proficient in Windows applications and Microsoft Office programs such as MS Word, Excel, Outlook, PowerPoint and MS Teams.
• Experienced ERP user, preferably Microsoft Dynamics AX.
• Experienced CRM user, preferably Microsoft Dynamics 365.
• Must be able to travel occasionally with air travel and overnight stays including occasional weekends being required.

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

• A competitive salary
• Flexible working arrangements
• A generous holiday allowance
• Three days’ paid volunteering leave
• Comprehensive private healthcare
• An enhanced retirement plan
• Life assurance
• Additional support and benefits through our Everyone is Included Group Inclusion Plan