What are the responsibilities and job description for the Customer Experience Representative position at Swagelok Indiana | Cincinnati?
Company Description Swagelok Indiana | Cincinnati is a trusted solutions provider for critical fluid and gas systems, building on more than 75 years of Swagelok’s reputation for quality, performance, and safety. The organization supplies thousands of high-quality tube fittings, valves, regulators, hoses, and related components across industries such as alternative fuels, chemical and petrochemical, power generation, oil and gas, biopharmaceutical, research, and semiconductor manufacturing. In addition to products, Swagelok Indiana | Cincinnati delivers custom fabrication and assembly services, from panel enclosures to skid systems, as well as CNC tube bending and energy management services. The company also offers technical training and support to help customers optimize their systems and operations.
Role Description This full-time Customer Experience Representative role is a hybrid position based in Indianapolis, IN, with a mix of on-site work and some work-from-home flexibility. The Customer Experience Representative will engage directly with customers via phone, email, and other channels to answer inquiries, provide product and service information, and ensure a positive end-to-end experience. Daily responsibilities include processing orders and quotes, investigating and resolving customer concerns, coordinating with internal teams such as sales, operations, and technical support, and maintaining up-to-date customer records in CRM and related systems. The role also involves proactively identifying opportunities to improve customer satisfaction, tracking feedback and trends, and supporting continuous improvement initiatives related to customer service processes. The ideal candidate will represent the company’s values in every interaction, contributing to a responsive, reliable, and solutions-focused customer experience.
Qualifications
- Strong customer-facing skills, including Customer Service and Customer Support, with a focus on timely and accurate issue resolution.
- Demonstrated ability to drive Customer Satisfaction and enhance overall Customer Experience throughout the service journey.
- Excellent Communication skills (verbal and written), including active listening, clear documentation, and professional correspondence.
- Ability to manage multiple customer requests simultaneously, with strong organizational skills, attention to detail, and follow-through.
- Comfort using CRM systems, order-entry platforms, and standard office software (e.g., email, spreadsheets, and collaboration tools).
- Experience in a customer support, inside sales, or call center environment is preferred; experience in industrial, manufacturing, or technical products is a plus.
- Proven ability to work effectively in a hybrid environment, collaborating with teammates in person and remotely.