Swagelok

Manufactures industrial fluid systems and services

Customer Service Specialist

Customer SupportUpdated on Nov 13

Full-timeFremont, CA, USA$25.66 - $38.48 /hr

About the Job

Requirements

A bachelor's degree (B.A./B.S.) from a four-year college or university, or an equivalent combination of education and experience.
At least 2 years of experience in customer-facing or customer service roles.
Proficiency in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
Basic Excel knowledge, including arithmetic formulas such as addition, subtraction, multiplication, and division, and functions such as SUM, AVERAGE, and COUNT.
Confidently use SAP Business One to review order history, dates, and quantities, and manage multiple tickets and communication channels simultaneously.
Confidently use eDTR to verify product information and independently identify common part numbers.
Communicate professionally across channels and verify key details before committing information to customers.
Balance tickets, orders, emails, and phone responsibilities, adjusting priorities based on urgency and impact.
Maintain accuracy with minimal oversight, follow through independently on commitments, and maintain composure during increased volume or change.

Responsibilities

Respond to, investigate, and resolve customer inquiries, concerns, and issues across multiple channels in a timely and courteous manner; own tickets end-to-end with minimal oversight and investigate discrepancies before escalating.
Enter and manage sales quotations and sales orders in SAP Business One accurately, and provide appropriate technical or product-related information to support customer requests.
Independently coordinate standard customer issues with planning, shipping, production, and other internal teams, providing complete and accurate information to support timely responses.
Document customer-related contacts, actions, and responses in the ticketing system to ensure responses are complete and meet customer expectations.
Maintain and develop working knowledge of products and services, independently identify common part numbers, and use eDTR to verify product information.
Monitor and follow up on open-order and backorder reports to support customer-service standards.
Independently monitor and follow up on open sales orders in SAP Business One to support on-time delivery.
Use internal supply-chain resources to identify alternative parts and minimize customer lead times.
Independently manage phone coverage and ticket queues, balancing tickets, orders, emails, and phone responsibilities according to urgency and customer impact.
Identify recurring rework or errors and adjust workflows to prevent them.
Collaborate with associates in other departments and Swagelok corporate personnel as needed to resolve customer escalations and issues.
Perform other related duties as assigned by management.
Work on-site at the Fremont office as outlined in the hybrid work arrangement policy; the schedule may change on short notice based on business needs.

Desired Qualifications

Experience with an enterprise resource planning (ERP) system, such as SAP Business One, and a ticketing system, such as Zendesk.

The Customer Service Specialist processes customer emails and phone calls in a friendly and timely manner. These customer inquiries may include requests for new quotes and orders to be entered into the business system, to follow-up on existing quotes and orders, or for general product information. At this level, the Customer Service Specialist works with minimal oversight, owns tickets end-to-end, and independently coordinates standard issues with internal teams to meet delivery and SLA commitments.

Solve Customer Requests. Respond to, investigate, and resolve customer inquiries, concerns, and issues via multiple channels in a timely and courteous manner, owning tickets end-to-end with minimal oversight and investigating discrepancies before escalating.
Process Transactions. Enter and manage Sales Quotations and Sales Orders in SAP Business One with consistent accuracy, and provide appropriate technical and/or product-related information to support customer requests.
Coordinate with Coworkers. Independently coordinate standard customer issues with planning, shipping, production, and other internal teams, and provide complete, accurate information to support timely responses.
Maintain Customer Information. Document all customer-related contacts, actions, and responses in ticketing system to ensure that responses are complete and meet customer expectations.
Learn Swagelok. Maintain and develop working knowledge of products and/or services; independently identify common part numbers and use eDTR to verify product information.
Proactively Utilize Reports. Monitor and follow up on open order and backorder reports to proactively ensure we adhere to high standards of customer service.
Follow-up on Orders. Independently monitor and follow up on open sales orders in SAP Business One to ensure on-time delivery.
Reduce Customer Obstacles. Use internal supply chain resources to identify alternative parts and minimize lead times for customers.
Manage Queues and Priorities. Independently manage phone coverage and ticket queues, balancing tickets, orders, emails, and phone responsibilities based on urgency and customer impact.
Prevent Rework. Identify recurring rework or errors and adjust workflows to prevent them.
Find Solutions Cross-departmentally. Collaborate with associates from other departments at Swagelok Northern California and Swagelok corporate personnel as needed to resolve customer escalations and issues.
Perform other related duties as assigned by management.

Physical Requirements & Work Environment

Hybrid position, with on-site work at our Fremont office as outlined in the SNC Hybrid Work Arrangement Policy. The schedule may change on short notice based on business needs.
Primarily desk-based, sitting or standing at a workstation for most of the workday.
Continuous computer use, including SAP Business One, Zendesk, and eDTR.
Frequent communication with customers and internal teams by phone, email, and ticket.
Occasional time in production and warehouse areas, where noise levels are moderate.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position.

Skills & Competencies

Demonstrates proficiency in Microsoft Office applications (Word, Excel, Outlook, PowerPoint).
Applies basic Excel knowledge, including:
- Basic arithmetic formulas (addition, subtraction, multiplication, division)
- Basic arithmetic functions (SUM, AVERAGE, COUNT, etc.)
Uses SAP Business One confidently for order history, dates, and quantities, and manages multiple tickets and communication channels (Zendesk, phone, and email) simultaneously.
Uses eDTR confidently to verify product information and independently identifies common part numbers.
Communicates professionally across all channels and verifies key details before committing information to customers.
Balances tickets, orders, emails, and phone responsibilities and adjusts priorities based on urgency and impact.
Maintains consistent accuracy with minimal oversight and follows through on commitments independently.
Maintains composure during increased volume or change.

Education & Work Experience
Required:

Bachelor's degree (B.A./B.S.) from four-year college or university, or an equivalent combination of education and experience .
Minimum of 2 years of experience in customer-facing or customer service roles.

Preferred:

Experience with an ERP system (such as SAP Business One) and a ticketing system (such as Zendesk).

About the Company

Swagelok

Manufactures industrial fluid systems and services

Swagelok provides industrial fluid-system components and engineering services to contain, control, and transfer liquids and gases in critical applications. It designs and manufactures fittings, tubing, valves, hoses, sensors, and related hardware, backed by engineering support that tailors solutions to specific processes. It differentiates itself with a global, privately held, asset-light manufacturing and distribution network across 70 countries and a long track record since 1947, delivering broad product coverage and local support. Its goal is to meet evolving customer needs by delivering reliable products and services while investing in people, capabilities, and the supply chain for the benefit of customers, communities, and colleagues.

Company size: 1,001-5,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Solon, IA
Founded: 1965

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