About the role
Job Summary:As a Customer Service Representative, you will serve as the primary point of contact for customers, providing quotations, order acknowledgments, and exceptional support for the resolution of technical issues, and answer product-related inquiries.You will collaborate closely with Engineering Services, Sales, and operations teams to deliver timely solutions, ensure customer satisfaction, and maintain strong client relationships. This role requires excellent communication skills, and a commitment to providing world-class customer service. It is also understood that the CSR will be assigned tasks on a daily basis by the Operations Manager(s), and Business Development Manager(s).Working Conditions:Work Hours: This is a full-time position, typically requiring 40 hours per week, 8 hours a day, Sunday through Thursday. After the successful completion of the initial 90-day period or once the associate demonstrates the ability to work independently, there is flexibility to work remotely one day per week.Work Environment: This position operates in a professional office environment.Background Check: Employment is contingent upon successful completion of a background check.Driver’s License: A valid driver’s license is required for this position. Access to reliable transportation is essential.Physical Requirements: This position is primarily sedentary and involves extensive use of computers. The associate must be able to sit for extended periods of time, focus on a computer screen, and perform repetitive tasks such as typing and data entry. Occasional walking, standing, or lifting of office materials (typically up to 10 lbs.) may be required. Travel Requirements: Occasional travel to other company offices is required depending on business needs.Disclaimer:This job description is intended to provide a general overview of the position and does not include every task or responsibility that may be required. Duties and responsibilities may change based on business needs. Employment is at-will, unless otherwise stated in a written agreement, and complies with all applicable federal and New Jersey state laws. Responsibilities:Collaborate with BDMs and qualify customer inquiries based on Swagelok standardsGenerate quotes based on part numbers provided by customers and/or identified based on descriptions; prepare and provide price and delivery information in an acceptable format to the end customerConfirm and verify part numbering (as required) with the Technical Support Team and/or Engineering ServicesTag customer’s projects in SAP B1Manage orders and enter them into SAP and review delivery schedule from the Factory/suppliersCommunicate lead times (including any changes) to CustomersHandle and process Customer and Team emails and callsAttract potential customers and provide high quality service to customers by answering product and service questions; provide information about other Swagelok and third-party adjacent products and servicesHandle customer complaints, examine root cause, and suggest corrective action(s). Enter all complaints into SAP.Inform Customers’ of promotions as well as identifying upselling opportunitiesPreparing proforma invoices* and uploading of these to customer portals* (*as applicable)Liaise with key teams including Sales, Finance, Logistics, Warehouse, Engineering Services, Technical Support to effectively process quotes and ordersMonitor shipment tracking and order expediting** and ensure feedback is provided to Customers and/or other internal Teams e.g., Sales, Engineering Services, Custom Solutions etc. (**Basic expedites only)Ensure accurate filing of closed orders and customer correspondence into SharePoint/Shared DrivePerforms other related duties as required and assigned.Responsible for assigned key performance indicators, which include On-Time Delivery, Customer Response Times, and Average Unread EmailsMonitor widgets & reports daily to ensure accurate information is provided to Customer(s)Coordinate with suppliers for third-party products (enquiry stage only)
English fluency is a MUSTBachelor’s degreePreferably:Held a similar role with 2 years’ experienceTechnical/Engineering based education and/or work experienceAbility to work independently and as part of a teamSAP experience is a MUSTStrong phone presence and experience making callsCustomer service focus with prompt response time to customer needsHighly skilled in verbal and written communication skillsHighly proficient in English speaking and written skillsKSA/NA: Highly desired – Arabic speaking and written communication skillsStrong computer skills and prior experience with a CRM databaseExcellent organizational skills and attention to detailStrong analytical and problem-solving skillsAbility to act with integrity, professionalism, and confidentiality.Proficient with Proficient in Microsoft business applications (Word, Excel, PowerPoint, and Outlook)Ability to act with integrity, professionalism, and confidentiality.
