Customer Service Representative

**Job Title: Customer Service Representative**
**Location: Concord, ON, Canada**
**Location Type: Hybrid**

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.
- 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.
- 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

**Everyone is Included at Spirax Group**
We are passionate about creating inclusive and equitable working cultures where everyone can be themselves and achieve their full potential. For us, that means supportive teams and strong relationships where everyone’s contribution is valued across social and cultural backgrounds, ethnicities, ages, genders, gender identities, abilities, neurodiversity, sexual orientation, religious beliefs, and everything else that makes us human and unique.

We know that everyone needs some extra help from time to time, so we have introduced a range of additional benefits through our Group Inclusion Commitments. These include:

- Gender-neutral parental leave
- 15 days of extra paid caregiver leave
- Paid time off and support for anyone experiencing pregnancy loss or domestic abuse
- Menopause-friendly workplace principles and more.

Learn more at Our Inclusion Commitments.

**Equal Opportunity Employer**
Watson-Marlow Fluid Technology Solutions is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or other protected characteristics as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Watson-Marlow Fluid Technology Solutions makes hiring decisions based solely on qualifications, merit, and business needs at the time.

**Company Overview**

Watson-Marlow 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.

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