Senior Customer Service Representative

Position Overview

The Senior Customer Service Representative manages complex customer inquiries, quotes and orders from quote through delivery. This position applies strong Swagelok product knowledge and sound judgment to resolve issues, coordinate with internal teams and deliver accurate, timely customer service.

Key Responsibilities:

• Manage customer inquiries, quotes and orders through phone, email, EDI and e-Store, including complex requirements, delivery changes and order exceptions.
• Apply in-depth knowledge of Swagelok products, specifications and ordering requirements. Identify when an inquiry requires support from a Product Specialist or Engineering.
• Resolve customer issues with professionalism and urgency, researching discrepancies, coordinating solutions and keeping customers informed through resolution.
• Partner with Sales, Purchasing, Warehouse and Engineering Services to confirm requirements, address availability and delivery issues, and support custom solution handoffs.
• Maintain accurate ERP/CRM records and complete order documentation, including customer requirements, quotes, certifications and changes.
• Monitor assigned orders and commitments proactively. Meet established expectations for order accuracy, responsiveness and productivity while managing competing priorities.
• Support onboarding and peer learning by explaining products, systems and standard work, and providing practical guidance on complex cases.
• Document order errors and customer concerns, identify recurring causes and contribute to approved process improvements and job aids.

Additional Responsibilities May Include:

• Serve as the primary internal contact for accounts with complex order or documentation requirements and contribute to service improvement projects.

Experience Requirements:

Education:

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

Experience:

• Typically 5 years of customer service or order management experience, including independent handling of complex orders or customer accounts.
• Experience in manufacturing, distribution or an industrial environment preferred.

Skill Requirements:

• Strong technical product knowledge and ability to interpret customer requirements and product documentation.
• Clear verbal and written communication, with the ability to manage difficult customer conversations professionally.
• High attention to detail, strong organization and the ability to manage multiple priorities while maintaining accuracy.
• Sound problem-solving skills and judgment, including recognizing limits of authority and escalating appropriately.
• Proficiency with ERP/order management systems and Microsoft Office. Experience with CRM systems and service reporting preferred.
• Ability to coach peers, share knowledge and collaborate across functions. Commitment to continuous learning, accountability and quality.

This is an onsite position 5 days in office with the potential to be a hybrid position, 4 days in office and 1 day remote after successful completion of introductory period.

Salary Range:

$32.00- $35.00 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.

Company Background:

Swagelok Boston | Eastern New England (Boston Fluid Systems LLC) an independently owned and authorized Swagelok® Sales and Service Center supporting customers located in Eastern Massachusetts, Rhode Island, New Hampshire and Maine.

Swagelok Company is a multi-billion global company as the world’s leading fluid system component manufacturer. For over 75 years, Swagelok Company and the Sales and Service Center network have been providing the highest quality fluid system solutions for the most demanding applications in oil and gas, semiconductor, clean energy, life sciences, power generation and many other critical industries. Our product portfolio includes valves, fittings, quick connects, filters, hoses, pressure management products, automated products, sensors, welding systems, and other fluid system components. We also offer field services, training, advisory, and Custom Solutions® as the fluid system experts our customers rely upon.

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