Customer Service Specialist

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.

• 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.

Skills, Competencies, Education & Work Experience

• 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.

• 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.

• 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