Trilingual Customer Service Coordinator (EN, ESP, FR)

At Watson-Marlow, we believe in taking care of our colleagues. We offer a generous benefits package, which includes:
A competitive salary
Flexible working arrangements
A generous vacation period
Three days of paid leave for volunteering.
Additional support and benefits through our "Everyone is Included" Group Inclusion Plan.

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
• Additional support and benefits through our Everyone is Included Group Inclusion Plan

Position: Trilingual Customer Service Coordinator (EN, ESP, FR)
Location: Sant Feliu de Llobregat, Barcelona, Spain Location Type: Hybrid (2/3 home/office) Website: https://www.wmfts.com/en/
Group: https://www.spiraxgroup.com/

Job Summary:
The customer service coordinator plays a fundamental role in providing exceptional sales administration and support. This position focuses on providing effective support to our customers, processing orders efficiently, and maintaining accurate records to ensure a flawless customer experience. You will collaborate with various internal teams to manage orders efficiently, provide solutions, and contribute to a culture of continuous improvement. Externally, you will ensure the timely issuance of order confirmations to customers and smooth communication regarding order-related matters.

Key responsibilities:

Job Title: Trilingual Customer Service Coordinator (EN, ESP, FR) / Coordinador/a de Atención al Cliente
Location: WMFTS - Spain - Barcelona
Location Type: Hybrid
Website: https://www.wmfts.com/en/
Group: https://www.spiraxgroup.com/

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:
We are seeking a talented and motivated Trilingual Customer Service Coordinator (EN, ESP, FR) / Coordinador/a de Atención al Cliente to join our dynamic team.

Key Responsibilities:

• Accurate order management and recording: Efficiently enter customer orders into the company's ERP/CRM system, ensuring that all data is correct and complies with company policies. Manage order confirmations, monitor their progress, and resolve any discrepancies to ensure smooth processing.
• Main point of contact with the customer after order placement: Foster effective communication with customers, ensuring they are aware of the order status and any relevant changes. Issues that cannot be resolved independently will be escalated to the customer service team lead.
• Preparation of invoices and quotes: Generate and issue accurate invoices and standard quotes in a timely manner, following the guidelines and procedures established by the company to facilitate smooth 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 the optimization of operations.
• Process improvement: Actively collect and monitor feedback, analyze insights, and suggest improvements to sales administration processes to improve the overall customer experience.
• CRM Management: Maintain accurate and up-to-date information on customer accounts, ensuring that all interactions and changes are correctly documented to provide a reliable record for future inquiries.
• Returns processing and problem resolution: Efficiently manage customer returns, addressing any related issues and ensuring a quick resolution, while maintaining a high level of customer satisfaction.

• 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.
• Proven experience in a customer service or support role, including order processing, ideally in a B2B environment.
• Due to the unique demands of this role, experience in export is also a bonus
• 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.
• 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 spiraxgroup.com/inclusion.