Customer Service Specialist

Swagelok Northern California

. 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.

Posted 11/5/2026full-timeFremont • California • United StatesJuniorMid-Level💰 $26 - $38 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer service management, utilizing SAP Business One and Zendesk for efficient order processing and ticket resolution. Maintains strong communication skills and accuracy in handling customer inquiries and product information.

Highest-signal resume keywords

SAP Business One ProficiencyCustomer Service ExperienceZendesk Ticketing SystemMicrosoft Office ApplicationsProduct Knowledge Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Sales Quotations ManagementSales Orders ManagementBasic Excel FunctionsEDTR UsageOrder Monitoring

Soft Skills

Professional CommunicationTime ManagementProblem SolvingAdaptabilityAttention to Detail

Tools & Technologies

SAP Business OneZendeskMicrosoft Office

Industry Keywords

Customer InquiriesTechnical SupportSupply Chain ResourcesOrder HistoryCustomer Service Roles

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

Demonstrates proficiency in Microsoft Office applications (Word, Excel, Outlook, PowerPoint).
Basic Excel knowledge, including arithmetic formulas and functions such as SUM, AVERAGE, and COUNT.
Uses SAP Business One confidently for order history, dates, and quantities.
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 is preferred.

Benefits

Comp & perks

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