Customer Support Specialist at Swagelok Alabama | Central & South Florida | West Tennessee in Birmingham, Alabama

Customer Support Specialist

Swagelok Alabama l Central & South Florida | West Tennessee is the local authorized sales and service center for the Swagelok Company in those regions. We help fluid move through some of the most critical systems on the planet and are backed by 75+ years of manufacturing excellence and are one of the most recognizable brands in the industrial world. The Customer Support Specialist primary responsibility is to provide exceptional service to our customers while preparing quotes, processing orders, arranging deliveries, processing product returns, handling technical questions and addressing customer requests and complaints within established guidelines. You will interact, build, and maintain customer relationships in a professional and courteous manner. Your unique skill set, which includes integrity, curiosity, technical skills, and leadership experience, will be essential in this role.

COMPETENCIES:

• Customer Focus: Keep current on best practices and trends in customer service and comply with internal best practices and standards.
• Oral Communication: Deliver clear, articulate, and concise messages. Address misunderstandings or issues requiring clarification when speaking to others by restating information differently.
• Written Communication: Ensure written communication (emails, memos, etc.) is professional, easily understood, and written clearly and correctly with proper spelling, punctuation, and grammar.
• Interpersonal Skills: Take time to actively listen, observe, ask questions, and provide assistance to customers and other teammates when needed.
• Collaboration: Willingly and openly share information with others in a timely manner, readily offer support for others whenever possible, and build relationships with colleagues, working cooperatively with others in alignment with team/company objectives.
• Leadership: Utilize prior direct or indirect leadership experience to mentor, guide, and support team members to achieve customer service excellence.

KEY RESPONSIBILITIES:

• Accurately and timely process customer transactions (quotes, orders, and returns) via SAP.
• Communicate clearly and professionally to share critical information or to solve problems via telephone, email, or in-person with customers and internal associates across the organization.
• Understand and ensure daily work is completed according to established policies and procedures.
• Develop technical competency regarding Swagelok products, services, and applications.
• Educate customers about terminology, features, benefits of products, and technical support.
• Review all incoming transactions and assess our ability to fulfill the requirements of the customer requests (e.g. project specifications, quality requirements, purchase order terms and conditions, etc.).
• Provide feedback on the efficiency of the Business Support Specialists training, policies, and procedures.
• Interact and coordinate with local Sales & Service Center team, broader Sales & Service Center network, corporate office, and factory on the customer's behalf.
• Manage time effectively and participate in projects outside the Business Support department.
• Monitor quote and order delivery schedules to ensure compliance with company fulfillment strategies.
• Utilize CRM for documentation and record retention.
• Direct requests and elevate unresolved issues to the proper resources.
• Understand company initiatives and strategic efforts.
• Continually demonstrate and execute Swagelok Core Values.

WORK ENVIRONMENT:

• Office Environment
• Physical Requirements: Occasional light assistance as needed across other departments such as: Distribution, Quality, Logistics etc.

EDUCATION AND EXPERIENCE:

• Bachelor's Degree in a related field (Business, Communications, Marketing, etc.)
• 3 - 5 years of experience in Customer Service; preferable business to a business setting.
• Skills/Knowledge: Excellent communication, team player, ability to multi-task, positive attitude, organizational skills, detail-oriented, business acumen, growth mindset and technical aptitude are required. Proficiency using Microsoft Office suite (Word, Excel, PowerPoint, Outlook) required. SAP, Zendesk and Salesforce experience desired.

*Note: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required by the employer.