Senior Customer Service Representative

2 months ago

Baton Rouge, United States Swagelok Louisiana Full time

Would you like to be a big fish in a small pond? You are not just a number at Swagelok Louisiana We know and appreciate all our associates We are looking for an experienced, skilled Senior Customer Service Representative to join our cohesive Customer Service team in a pleasant, positive office environment

About Swagelok Louisiana

Swagelok Louisiana provides critical fluid system products, assemblies, training, and services to customers in a variety of markets including oil & gas, refining, chemical, midstream, power and transportation industries. We are the independently owned and the authorized sales and service center for Swagelok in Louisiana and portions of Mississippi. Swagelok Company is a $2 billion, privately held company, headquartered in Solon, OH. Swagelok designs, manufactures, and delivers an expanding range of the highest quality fluid system products and solutions.

Position Summary

The Senior CSR will provide quality service to our customers by assisting them with the selection and procurement of Swagelok product solutions that will best meet their needs. We are seeking an experienced professional with a passion for customer service, excellent written and verbal communication skills and a positive attitude. This is an on-site role in Baton Rouge, LA. The successful candidate is someone who gets along well with others, remains calm when faced with challenges and has a desire to help others.

The Senior CSR will provide quality service to customers by assisting them with the selection and procurement of Swagelok product solutions that will best meet their needs. We are seeking someone with strong technical aptitude to assist clients in troubleshooting complex issues, understanding product specifications, and resolving service inquiries. The ideal candidate will have experience in customer support and an ability to effectively communicate technical information to non-technical customers.

Position Information

  • Employment Type: Regular, Full-time
  • Hours: M-F 7:30-4:30
  • Reports to: Customer Service Manager
  • Culture: Small company, friendly, family-type relaxed environment; highly engaged associates
  • Benefits: Generous PTO program, Insurance (Medical, Dental, Vision, Life Insurance/AD&D, Long-term Disability) 401(k), 9 Paid Holidays, Quarterly Bonus Program, Associate Social Committee Events/Activities; Associate Recognition Programs

APPLY ONLINE ONLY - NO WALK-INS OR PHONE CALLS

NO AGENCIES/RECRUITERS

Expectations

Senior Customer Service Representative Responsibilities:

  • Provide knowledgeable responses to customer inquiries and quote requests in a consistent and timely manner.
  • Process customer orders from purchase order to fulfillment while striving to exceed customer expectations.
  • Communicate effectively with internal and external customers, quality management and other team members.
  • Understand and perform all daily duties according to the established processes and procedures of Swagelok Louisiana.
  • Take an active role in self-development by leveraging the Job Level Guide as a tool to support growth.
  • Assist in creating new processes, procedures, and support tools to improve efficiency, protect the brand and ensure quality.
  • Attend and participate in meetings and audits regarding the Swagelok Quality System.
  • Continuously improve knowledge of basic distributor business practices, Swagelok product lines and customer applications.
  • Effectively utilize internal resources such as enterprise resource planning software (ERP), company websites, product literature and the internal quality management system.
  • Address customer inquiries with concern and process non-conformances.
  • Assist with cross training initiatives and assigned special projects.

Position Requirements or Qualifications:

To perform this job successfully, an individual should have the following education and/or experience:

Education:

High school diploma or GED

Experience:

  • Minimum 4 years customer service experience
  • ERP experience; SAP experience preferred
  • Experience in or related to the oil & gas/petrochemical industry is desirable

Skills:

  • Ability to learn the features and benefits of multiple product families and related manufacturing processes
  • Ability to effectively manage multiple priorities, work in a dynamic team environment and use
  • a variety of systems and processes to manage complex and changing requirements
  • Excellent written and verbal communication skills and strong problem-solving
  • abilities
  • Proficient with basic office software including MS Office (Word, Excel, Outlook, PowerPoint)

Critical Competencies:

  • Service oriented
  • Works well with others
  • Emotionally stable when faced with challenging tasks or situations
  • Organizational awareness
  • Customer and team focused
  • Good collaboration skills

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