On behalf of our multinational client, we are looking to hire:
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).
Responsibilities:
- Collaborate with BDMs and qualify customer inquiries based on Swagelok standards
- Generate 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 customer
- Confirm and verify part numbering (as required) with the Technical Support Team and/or Engineering Services
- Tag customer’s projects in SAP B1
- Manage orders and enter them into SAP and review delivery schedule from the Factory/suppliers
- Communicate lead times (including any changes) to Customers
- Handle and process Customer and Team emails and calls
- Attract 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 services
- Handle customer complaints, examine root cause, and suggest corrective action(s). Enter all complaints into SAP.
- Inform Customers’ of promotions as well as identifying upselling opportunities
- Preparing 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 orders
- Monitor 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 Drive
- Performs other related duties as required and assigned.
- Responsible for assigned key performance indicators, which include On-Time Delivery, Customer Response Times, and Average Unread Emails
- Monitor widgets & reports daily to ensure accurate information is provided to Customer(s)
- Coordinate with suppliers for third-party products (enquiry stage only)
Job Requirements:
- English fluency is a MUST
- Bachelor’s degree
- Preferably:
- Held a similar role with 2 years’ experience
- Technical/Engineering based education and/or work experience
- Ability to work independently and as part of a team
- SAP experience is a MUST
- Strong phone presence and experience making calls
- Customer service focus with prompt response time to customer needs
- Highly skilled in verbal and written communication skills
- Highly proficient in English speaking and written skills
- Strong computer skills and prior experience with a CRM database
- Excellent organizational skills and attention to detail
- Strong analytical and problem-solving skills
- Ability 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.
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.
