Position Overview:

The Customer Service Representative plays a vital role in ensuring exceptional service to our customers by handling inquiries, processing orders, and supporting internal teams. This position requires excellent communication skills, strong attention to detail, and the ability to manage multiple tasks efficiently in a fast-paced environment. The ideal candidate will be customer-focused, team-oriented, and eager to develop product knowledge to support the business effectively.

Key Responsibilities:

 

• Respond to customer inquiries via phone, email, fax, and electronic systems (e.g., EDI, e-Store), including requests for quotes, order entry, delivery updates, and stock availability
• Develop and maintain a strong understanding of the Swagelok product line
• Troubleshoot and resolve a variety of customer issues with professionalism and urgency
• Collaborate with sales staff to fulfill customer needs and provide timely updates
• Maintain organized records by filing orders, quotes, certifications, and other documentation
• Track and assist in documenting order entry errors and instances of customer dissatisfaction

Experience Requirements:

Education:

• High school diploma or equivalent required; associate or bachelor’s degree preferred

Experience:    

• 2+ years of customer service or order management experience, preferably in a manufacturing or distribution environment

Skill Requirements:

• Exceptional verbal and written communication skills
• Demonstrated ability to handle customer inquiries with professionalism, courtesy, and diplomacy
• Strong organizational skills and ability to multitask effectively
• Critical thinking and problem-solving abilities
• Proficiency in Microsoft Office (Word, Excel, Outlook); experience with ERP or CRM systems a plus
• Willingness to participate in continuous learning and training on systems and products

This is a hybrid position, 4 days in office and 1 day remote after successful completion of introductory period.

Salary Range:

$26.00  - $31.00 hour

We provide salary ranges in all job postings in accordance with Massachusetts pay transparency guidelines. Actual pay will be determined by skills, experience, and qualifications.

 

To apply, email your resume and cover letter to boston.hr@swagelok.com