Customer Service Specialist - Aflex

Who We Are Watson-Marlow Fluid Technology Solutions is part of Spirax Group, a FTSE100 and FTSE4Good multi-national industrial engineering Group with expertise in the control and management of steam, electric thermal solutions, peristaltic pumping and associated fluid technologies. When you join us, 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. Role Summary We are looking for a talented Customer Specialist to be the liaison between our internal Aflex production and planning teams, and to provide first-class customer service to internal and external customers. The Customer Specialist is a critical link between our site and our customers, ensuring satisfaction, and a positive brand experience while contributing to the company’s overall success. In this role you will enjoy the challenge of thinking on your feet, making decisions quickly and efficiently with little supervision. You will also serve a first point of contact for Aflex related questions from our sales office and ensure a smooth coordination of quote-to-shipment of Aflex orders by obtaining lead time from the factory, confirming stock position with our warehouse, closely working with our planning team about manufacturing capacity, confirming sales orders using ERP system in a timely manner, and following up with production to ensure on-time shipment to our customers. In this role you will also prepare quotes on pricing, availability, and estimated shipping cost with support from other departments, provide customers tracking information for their orders, and research and handle customer inquiries and complaints to resolve issues in a punctual manner. You will collect and share customer feedback with relevant departments to enhance product and services, in line with our continuous improvement approach, stay updated on new products and services and other duties as assigned by manager. What you’ll be doing 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. Review Customer requirements for hose assembly requests and utilize Microsoft Dynamics AX to configure the BOM and issue quotes to sales office. 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, you will 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. You will passionately be engaged in our #1 priority: the health, wellbeing, and safety of our colleagues, contributing to the creation of a strong safety culture. As well as living our Company Values, you exhibit professionalism and ethical practice, professional courage, and influence, working inclusively, commercially driven with a passion for learning. Other duties as assigned. Who you’ll be working with All levels of the organization. This is what you’ll need to be successful in this role High School Diploma / GED. Professionally qualified in business, communication, or related fields preferred/ At least 2-4 yrs. experience in a process-oriented production environment as Customer Support, with demonstrated customer satisfaction and problem-solving track record – Required Proficient in English and be able to understand written procedures to quickly learn and adapt company policies, procedures, and products offered - Required Previous experience in Hose industry is preferred but not required. Must be an excellent typist, at least 50-65 wpm, while talking on the phone - Required Direct experience with digital communication tools such as Microsoft Teams, Microsoft Dynamics ERP and/or Microsoft Dynamics 365 CRM systems. Preferred 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.