Customer Service Representative

Do you enjoy working with customers over the phone and through written communication? Are you able to collaborate easily with customers and internal support to find the best solution? Are you a natural problem-solver? Are you curious to know how things work and to get to the root of a problem? Do you embrace a growth mindset and not settle for the status quo? Do you have work experience understanding and working through complex processes?

If this describes you, we want to get to know you.

We are Swagelok Northwest (US), the Swagelok authorized sales and service center providing the highest quality products, services and fluid systems training for the Pacific Northwest and Alaska. We are seeking a highly skilled and motivated Customer Service Representative, preferably with experience working in a technical industry. The ideal candidate can easily partner with our customers and internal resources to find answers to any question that comes their way. While the main responsibility of a Customer Service Representative is to process orders within SAP (our enterprise resource planning system) this position is also looking for new avenues to grow business and connect customers with the full basket of resources we offer. Most interactions are via phone and email, which requires excellent verbal and written communication skills.

As part of a hand-picked team, your contribution makes a difference every day.

Schedule: Onsite Monday - Friday 7:30 a.m. to 4:30 p.m. Remote work is not available for this position.

Benefits include:

• Reliable 40 hour a week schedule
• Onsite free parking and near the MAX line.
• Paid training
• Leadership longevity with a focus on associate and team development
• Performance-based bonuses 3%-10% of annual wage
• Health and Dental Insurance after 30 days of employment. Swagelok pays up to 85% of employee health insurance premiums.
• 7 paid holidays a year
• 100% company paid: Short-term, long-term, and Life Insurance
• 401(k) program with up to a 4% company match
• Tuition Reimbursement for an undergraduate degree
• Up to 104 hours of PTO in your first year of employment
• 8 hours of paid volunteer time every year
• Career advancement opportunities

POSITION SUMMARY

The Customer Service Representative (CSR) is a liaison between our company and its current and potential customers. This position ensures customer satisfaction by placing orders, scheduling deliveries and services, responding to inquiries, and taking appropriate action to resolve concerns.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Process orders received through a variety of methods to ensure order accuracy and completeness
• Accurately determine product availability and coordinate production and ship dates.
• Expedite orders as needed and as required by the contract 
• Prepare and validate quote requests, track shipments, and process product returns
• Provide technical information to assist customers in identifying proper component options and performing basic technical product discovery
• Uphold contracted and factory pricing structures through attention to detail
• Interface directly with Will-Call customers to execute all on-site order, fulfillment, and product information needs
• Identify and document corrective action opportunities, manage non-conforming products, and comply with ISO quality standards as appropriate
• Communicate professionally and fluidly with internal and external customers, both verbally and in writing 
• Partner closely with internal teams such as Sales, Field Engineering, and Custom Solutions to provide a seamless customer experience 
• Engage in innovative and creative problem-solving and solution development to meet unique or challenging customer needs and actively participate in cross-functional continuous improvement project work
• Timely execution in completing all job functions and resolution of customer issues

CORE COMPETENCIES

• Communication
• Responsiveness to requests for service
• Cooperation and Teamwork
• Problem-solving
• Attention to detail
• Excellent written and verbal skills

KNOWLEDGE, SKILLS AND ABILITIES

Education

• Bachelor’s degree or equivalent work experience

Experience

• 2 plus years of customer service experience

Preferred Skills

• Experience in fluid system technologies
• Experience in alternative fuel, biopharmaceutical, chemical and petrochemical, oil and gas, power, or pulp and paper industry

EQUIPMENT AND SOFTWARE REQUIREMENTS

• Proficiency in using Microsoft Office suite (Word, Excel, PowerPoint, Outlook)
• Order entry system experience

WORKING CONDITIONS AND PHYSICAL DEMANDS

• Seated workstation in an office environment
• Operation of keyboard/office equipment for extended periods
• Some travel required which includes overnight stays