Job Description

CUSTOMER SERVICE REPRESENTATIVE - POSITION SUMMARY:

The customer service representative provides a critical role in customer interface and is part of a team responsible for providing a variety of services, solutions, support, and information in a manner that builds trust, confidence, and long-term business. In this position you will be expected to coordinate with other teams such as Sales, Warehouse and Supply Chain using multiple computer applications such as MS Office, Zendesk and SAP B1. The customer service representative ensures customer satisfaction by placing orders, scheduling deliveries and services, responding to inquiries, and taking appropriate action to resolve concerns.

DUE TO THE TECHNICAL NATURE OF OUR PRODUCTS, WE ARE LOOKING FOR SOMEONE WITH MECHANICAL APTITUDE WHO ENJOYS IDENTIFYING AND UNDERSTANDING HOW FITTINGS AND COMPONENTS WORK TOGETHER.

The customer service representative is the primary internal customer contact point for service and information regarding products, prices, availability, and product uses. This position also develops and maintains relationships with outside sales support among our three offices as well as factory personnel and customers.

EXPECTATIONS:

• Manages high volume of incoming calls.
• Prepares quotes & enters orders via Zendesk into SAPB1.
• Maintains customer records by updating account information.
• Schedules and expedites product to meet customer needs.
• Ensures resolution of customer complaints/concerns.
• Tracks shipments and provides tracking details.
• Processes product returns.
• Reviews customer purchase orders for Terms and Conditions.
• Collects strategic information and customer data to assist the sales organization in identification of strategic growth opportunities.
• Utilizes technical skills and knowledge to assist customers that have questions regarding Swagelok products, delivery dates, and orders.
• Obtains and evaluates all relevant information to handle product and service inquiries within prescribed time frame.
• Assists customer in selecting appropriate product or assembly.
• Handles customer disputes, provides appropriate solutions and alternatives within promised timeframe, and follow up to ensure resolution.
• Keeps records of customer interactions, transactions, inquiries, comments, complaints, and actions taken.
• Communicates new sales opportunities to outside sales as they surface.
• Provides quality service to both internal and external customers.
• Follows communication procedures, guidelines, and policies.

POSITION REQUIREMENTS:

EDUCATION/EXPERIENCE: associate’s or bachelor’s degree in technical area, supply chain, or engineering (preferred) with a minimum of 3 - 5 years of experience in a customer service role OR 5 to 10 years customer service experience in a fast-paced, technical, industrial distribution environment or similar external experience.

Technical experience within fluid systems designs and components, system designs, engineering drawings, and/or technical products is a definite plus.

SKILLS:

• Proficiency using Microsoft Office suite (Word, Excel, PowerPoint, Outlook)
• Strong phone contact handling skills and active listening
• Ability to multi-task, prioritize, and manage time effectively
• Familiarity with ERP systems and practices, preferably SAP
• Experience with Zendesk, a plus
• Excellent written and verbal communication
• Cooperation/teamwork
• Attention to detail

CRITICAL COMPETENCIES:

Communication - Customer Orientation - Adaptability & Resilience - Empathy - Teamwork - Achievement

PHYSICAL REQUIREMENTS: Office environments. While performing the duties of this job, the associate is regularly required to talk and hear. This position requires keyboarding and sitting for long periods of time.

THE IDEAL CANDIDATE WILL BE AMBITIOUS, CONFIDENT, OUTGOING, AND CAN THINK QUICKLY ON THEIR FEET. POSSESSING A STRONG DRIVE AND DETERMINATION TO SUCCEED ARE KEY SUCCESS FACTORS FOR THIS ROLE. THEY WILL HAVE A POSITIVE OUTLOOK ON THEIR WORK, THINK BIG PICTURE, AND TAKE GREAT PRIDE IN THE COMPANY MISSION – “BE EXTRAORDINARY!”

WHO WE ARE:

At SWAGELOK SOUTHEAST TEXAS (SSET), high performance starts with our people. Developing an environment where our associates create value every day for our customers and each other by leveraging their strengths, is what brings our mission – “BE EXTRAORDINARY”, vision and values to life. Our 55-year-old company focuses on quality, integrity, and respect, and continually striving to meet our customers’ evolving needs.

For more information on our products and services check out our website at https://www.southeasttexas.swagelok.solutions/ to learn more about our distributorship. You will receive thorough training on our sales process, products, and services.

WE PROVIDE A RICH BENEFIT PLAN, INCLUDING

· Competitive salary commensurate with experience

· Medical, Dental, Vision, and Life Insurance/AD&D

· 401(k)

· Profit Sharing

· 11 paid holidays

· PTO program

Company Description

Company Description: Swagelok Company is a $1.8 billion, privately-held company that designs, manufactures and delivers an expanding range of the highest quality fluid system products and solutions. Swagelok Company drives responsive solutions and delivers value to our customers worldwide through dedicated, market-focused business units and a capable supply chain. Swagelok products and services are delivered locally through a unique network of over 200 authorized sales and service centers located in 70 countries on six continents. Swagelok Southeast Texas is the Authorized Swagelok Sales and Service Center in the Southeast region of Texas. Our main facility is located in La Porte, with two branch operations in Spring and Nederland/Beaumont. We operate under the "€œOne Swagelok"€? business model, whereby the Swagelok Company headquarters, shop floor and authorized sales and service centers work together seamlessly to serve customers and deliver outstanding results for our stakeholders. Please visit our website at http://southeasttexas.swagelok.com/