Customer Service Representative I

Job Description

Job Description

Description:

Position Summary

This position’s primary focus includes providing internal and external customers with service and information about products, prices, availability, etc., and processing the transactions necessary to support the quote and order fulfillment process. This role aims to assist customers quickly and consistently in offering and obtaining the Swagelok product solutions that best meet their needs. 

Essential Duties & Responsibilities

% of Time Essential Functions

80% Customer Service:  

• Provide prompt and helpful responses to all inquiries, quote requests, and order confirmations via any incoming method (phone, digitally, walk-in’s)
• Maintain production levels based on the CSR Tier requirements
• Answer customer questions about products, prices, and availability
• Use the business system to process quotes, orders, shipment tracking, etc.
• Educate customers on the use of web-based services, including Swagelok.com
• Effectively use internal resources like iSwagelok, document sharing platforms, and product literature
• Report & help to track customer complaints, non-conformances, and errors to follow our Quality System
• Help customers with requests for outsourcing non-Swagelok material

20% Organizational goals:

• Conduct ongoing learning to become a subject-matter expert in an areas needed to elevate customers’ experience

Other Responsibilities

• General office support
• Warehouse support for packing slips and shipping-related questions
• Sales support including account history and special customer requirements
• Compliance and awareness of the Swagelok Quality System (SQS)
• Other duties and assignments as assigned

Requirements:

Position Requirements or Qualifications

Education and Experience:

• High school diploma or equivalent required; associate degree preferred.
• Minimum of four years of customer service experience required; two to four years of related experience preferred. An equivalent combination of education and experience may be considered.
• Experience in instrumentation, fluid systems, or process industries is preferred.

Knowledge, Skills, and Abilities:

• Ability to progressively learn mechanical and fluid-system related technical information based on the CSR Tier ability and show that knowledge through assessments administered by management
• Computer Skills: Proficient in Microsoft business applications (Word, Excel, PowerPoint, and Outlook), and ability to learn business systems and other software platforms as needed.

Competencies:

• Self-Awareness : Ability to recognize their own feelings and how their actions and behaviors impact others
• Thinking with Speed, Agility : Have the ability to be quick, agile, and flexible in a variety of thinking modes.
• Customer Orientation : Delivering and upholding professionalism with customers.
• Empathy : Recognizes and understands the emotions of others.
• Communication (Listening, Verbal Fluency): Active listening style that achieves understanding and appreciation for others and expresses oneself in a clear and well-articulated fashion.
• Achievement : Getting results in a consistent and reliable manner neither over committing nor playing it safely.
• Adaptability/Resilience : Recovers quickly from change or setbacks.
• Teamwork & Collaboration : Ability to work effectively with others to deliver results.

Other Requirements of the Job:

• Ability to travel up to 10%

Work Environment and/or Physical Requirements

Physical Demands:

• Ability to lift 10 pounds occasionally
• Regularly standing, walking, and sitting
• Frequently and routinely talking and hearing 

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, and photocopiers.