Swagelok Northern California

Customer Support

• 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.
• Enter and manage Sales Quotations and Sales Orders in SAP Business One with consistent accuracy.
• Provide technical and product-related information to support customer requests.
• Coordinate standard customer issues with planning, shipping, production, and other internal teams.
• Document customer-related contacts, actions, and responses in the ticketing system.
• Maintain and develop working knowledge of products and services.
• Identify common part numbers and use eDTR to verify product information.
• Monitor and follow up on open order and backorder reports.
• Monitor and follow up on open sales orders in SAP Business One to ensure on-time delivery.
• Identify alternative parts and minimize customer lead times using internal supply chain resources.
• Manage phone coverage and ticket queues while balancing tickets, orders, emails, and phone responsibilities.
• Identify recurring rework or errors and adjust workflows to prevent them.
• Collaborate with other Swagelok Northern California departments and corporate personnel to resolve escalations and issues.
• Perform other related duties as assigned by management.
• Report to the Customer Service Manager.

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Customer Service Specialist