Job Description

Customer Service Specialist

Department: Customer Service

Employment Type: Full Time

Location: Swagelok Northern California

Reporting To: Customer Service Manager

Compensation: $25.66 - $38.48 / hour

Description

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.

Key Responsibilities

• 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, Education & Work Experience

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).

Benefits

• 100% covered employee Medical, Dental, & Vision Insurance
• Up to 80% dependent coverage for Medical, Dental, & Vision Insurance
• Life Insurance
• Health Care Flexible Spending Account
• Dependent Care Flexible Spending Account
• 401k Plan & Company Matching up to 4%
• Short-Term and Long-Term Disability
• Competitive Pay
• Generous PTO
• Paid Holidays
• Tuition Reimbursement
• Gym Membership Reimbursement up to $50/month
• Professional Coaching

Equal Opportunity Employer

Swagelok Northern California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth, breastfeeding, and related medical conditions), gender, gender identity, gender expression, sexual orientation, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, marital status, military or veteran status, reproductive health decision-making, or any other characteristic protected by applicable federal, state, or local law.

Swagelok Northern California provides reasonable accommodations to qualified individuals with disabilities, and for sincerely held religious beliefs and practices, throughout the application and hiring process. If you need an accommodation to apply or interview, please contact HR@imdfst.zendesk.com.