Customer Service Representative

Imagine working at the forefront of innovation in fluid-flow technology, with over 1,400 colleagues across the globe, and contributing to a legacy of excellence that spans eight manufacturing facilities on four continents. Armstrong Fluid Technology is more than just a leader in our industry; we are a community of the brightest and most creative minds, driven by a shared mission to engineer the future and safeguard our planet.

As part of our team, you'll be immersed in an environment that fosters growth, creativity, and collaboration. Here, you'll have the opportunity to push boundaries, tackle exciting challenges, and develop cutting-edge solutions that promote energy efficiency and reduce environmental impact. Every day offers the chance to make a meaningful contribution to a more sustainable future, driving innovations that help lower global carbon footprints. Together, we're creating a legacy that goes beyond business—one that's changing the world for the better.

Role Summary

In this role, the Customer Service Representative serves as the primary link between our customers and internal teams, ensuring every order is processed accurately and every interaction strengthens the customer relationship. You will manage the full order lifecycle—from entry and documentation to shipment tracking and delivery updates—while coordinating closely with sales, factory, logistics, and finance to keep processes running smoothly. Beyond day-to-day order management, you will support sales forecasting and CRM accuracy, helping the business gain clear visibility into the funnel and convert opportunities on time. Success in this role means delivering a seamless, proactive, and reliable experience that keeps customers confident in Armstrong Fluid Technology.

Key Responsibilities

Customer Service & Order Management

• Act as the primary point of contact for customers regarding orders, shipments, and documentation.
• Process Request to Change (RTC) entries in the ERP system.
• Provide customers with accurate information on product availability and lead times.
• Track order status and proactively communicate, shipment updates, and delivery schedules.
• Maintain accurate and updated customer records including agreements, contracts, and correspondences.
• Manage customer portals for pre- and post-order activities: online PO confirmations, shipment document uploads, and generating Advance Shipment Notifications (ASN).
• Ensure clean and error-free order entry by coordinating with sales, factory, and logistics.

Escalate overdue payments to customers and communicate possible impacts on future deliveries.

Forecasting, CRM & Sales Support

• Navigate CRM opportunities and support sales teams by highlighting opportunities due for monthly closure.
• Provide quarterly forecasts and identify shortfalls against the annual plan.
• Present funnel details and expected conversion timelines to support planning and S&OP discussions.
• Hands-on experience in CRM to analyse forecast vs. actual performance and ensure data accuracy.
• Prepare shipment forecasts and continually monitor progress to meet planned numbers.

Finance & Accounts Coordination

• Send Accounts Receivable (AR) statements to customers to ensure timely payment follow-up.
• Coordinate with the finance team on reconciliations, bank guarantees, letters of credit, VFS payments, and post-dated cheque management.
• Support finance during internal and external audits with customer-related data.

Documentation & Inspection Coordination

• Process vendor forms, proforma invoices, and customer-requested documentation.
• Coordinate factory inspections and manage associated documentation.
• Ensure compliance with documentation requirements for shipments, LC/BG submissions, and customer approvals.

Key Expected Outcomes

• Seamless onboarding of customers through efficient vendor registration support.
• Accurate and timely CRM data leading to improved monthly conversion visibility.
• Clear quarterly and annual forecasts with funnel insights to support leadership decision-making.
• Zero-error order entry ensuring smooth production and dispatch processes.
• Improved receivables management through proactive customer communication and timely escalation of overdue payments.
• Enhanced customer experience through timely delivery updates, proactive communication, and strong relationship management.

What We're Looking For

To thrive in this role, you should bring:

Education and Experience

• Bachelor's degree (Diploma holders with relevant experience acceptable).
• Prior experience in customer service or sales support within a manufacturing or industrial company.
• Knowledge of ERP systems and CRM tools.
• Strong communication skills (verbal and written) with the ability to handle technical/industrial product discussions.
• Analytical skills to manage data (orders, delivery timelines, KPIs).
• Problem-solving abilities with a customer-first approach.
• Ability to multitask and work in a fast-paced industrial environment.
• Proficiency in Microsoft Office Suite.
• A self-starter attitude with the ability to work independently.

Why Armstrong Fluid Technology

By joining us, you'll become part of a global community dedicated to pushing the boundaries of fluid-flow technology while upholding Armstrong's commitment to sustainability. You'll have endless opportunities to learn, grow, and make a significant impact on the world. Together, we'll build tomorrow's solutions today.