Who we are:

For over 50 years, Swagelok Edmonton has been dedicated to providing professional customer service and support to our valued customers on our extensive local inventory of Swagelok products. As one of the leading fluid handling components suppliers in Central and Northern Alberta, we demonstrate our level of commitment to our customers and associates by our dedication and focus on quality and continuous improvement.

Position Summary:

Customer service is primarily responsible for offering exceptional service to customers. The customer service representative also acts as a liaison between Account Managers and customers, as well as between Account Managers and Warehouse Associates.

A customer service representative provides internal and external customers with service and information about products, prices, availability, and product uses. He or she processes all transactions necessary to support the quote and order fulfillment process and assists customers with the selection of Swagelok product solutions that meet their needs.

Responsibilities:

• Offer a positive, helpful, and confident attitude when dealing with customers on the phone, via email and fax, and in person
• Provide timely and helpful responses to all quote and order requests
• Answer customer questions about products, prices, availability, product uses, credit terms, and services
• Report non-conformances, errors, and omissions to streamline business processes
• Follow up with customers to ensure satisfaction
• Use SAP Business One to process quotes, orders, invoices
• Monitor and action any issues identified by QPA system to avoid broken delivery promises to customers
• Process customer quotes/orders/invoices through EDI, customer portals and/or e-commerce site

• Use online catalogue and other reference materials to assist customers in understanding technical aspects of products
• Participate in the Company safety Program
• Assistance in warehouse with picking, packing, and checking as necessary
• Assist in training new associates
• Continuously improve on skills and knowledge using Swagelok University mySwagelok and outside courses

Qualifications/Skills Requirements:

Education and Experience:

• High School Diploma
• Secondary Certificate or Diploma in related program
• Customer service or related experience

An asset but not required:

• Technical industry background
• Experience with inventory and order processing software

Skills and Competencies:

• Proficiency in computer applications, particularly Office 365
• Professional verbal and written communication skills
• Language and mathematical skills
• Conflict resolution skills
• Ability to apply reason, logic, and common sense
• Ability to multi-task
• Action oriented personality
• Capability to learn technical features and benefits of multiple product families
• High level of attention to detail
• Willing to take initiative volunteers readily
• Willing to ask for and offer help when necessary
• Undertakes self-development activities