Customer Servce Administrator

**Job Title: Customer Servce Administrator (12 month FTC)**
**Location: Bickland Water Road, Falmouth**
**Location Type: Hybrid**

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.

**Job Summary**:
The Customer Service Co-ordinator plays a vital role in delivering exceptional sales administration and support. This position focuses on effectively supporting our customers, by efficiently processing orders and maintaining accurate records to ensure a seamless customer experience.

You will collaborate with various internal teams to efficiently manage orders, provide solutions, and contribute to a culture of continuous improvement. Externally - you will ensure timely issuance of order acknowledgments to customers, and smooth communication on order-related topics.

**Key Responsibilities**:

- Accurate Order Entry and Management: Efficiently input customer orders into the company’s ERP/CRM system, ensuring all details are correct and compliant with company policies. Handle order confirmations, monitor order progress, and address any discrepancies to maintain smooth processing.
- Main point of customer contact after order placement: Drive effective communication with customers ensuring they are aware of order status, and any relevant changes. Issues that cannot be resolved independently will be escalated to your Customer Service Team Leader
- Invoice and Quotation Preparation: Generate and issue accurate invoices and standard quotations in a timely manner, following established company guidelines and procedures to support seamless transactions.
- Collaboration with Internal Teams: Coordinate with internal departments such as Customer Solutions and Sales Engineers to provide customers with accurate and up to-date information, ensuring alignment and streamlined operations.
- Process Improvement: Actively gather and monitor feedback, analyse insights, and suggest improvements to Sales Administration processes to enhance the overall customer experience.
- CRM Management: Maintain accurate and up-to-date customer account information, ensuring all interactions and changes are documented properly to provide a reliable record for future reference.
- Returns Processing and Issue Resolution: Handle customer returns efficiently, addressing any related issues and ensuring swift resolution while maintaining a high level of customer satisfaction.

**Skills/Experience**:

- Proven experience in a customer service or support role, including order processing, ideally in a B2B environment.
- Strong organisational and time-management skills, with the ability to prioritise and manage multiple tasks effectively.
- Proficiency in Microsoft 365 and experience using ERP/CRM systems.
- Excellent verbal and written communication skills with a customer-focused mindset.
- Ability to work both independently and collaboratively within a team.
- A proactive attitude, attention to detail, and the ability to handle pressure in a fast-paced environment.
- A commitment to personal development and continuous improvement.

**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
- 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 want everyone to be able to make their difference here, so we will always consider requests for flexible working.

We know that everyone needs some extra help from time to time too, 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

**Company Overview**

Our shared Purpose is to create sustainable value for all our stakeholders as we engineer a more efficient, safer and sustainable