Swagelok Ontario/Weston Valve & Fitting Ltd. is the local independently owned sales and service centre in Ontario for Swagelok Company. We supply Fluid System components to a wide range of industries including Chemical/Petro Chemical, Oil and Gas, Nuclear, etc.
Position Summary
The Customer Service Representative (CSR) plays a critical role in our customer interface and works together with the broader team to provide service, solutions, support, and information in a manner that builds trust, confidence, and long-term business with our customers.
We are seeking an individual with strong customer service skills, a high level of personal ownership, and the curiosity and technical aptitude to develop expertise in industrial fluid system products and applications.
The ideal CSR takes ownership as the primary internal customer contact point for service and information regarding products, prices, availability and product uses. The CSR ensures customer satisfaction by entering quotes, placing orders, scheduling deliveries and services, responding to inquiries, and taking appropriate action to resolve customer concerns. In addition, the CSR develops and maintains positive relationships with customers and corporate personnel as well as internal stakeholders.
Essential Duties & Key Responsibilities
· Respond to customer inquiries
· Prepare quotes and orders
· Collect and capture customer information and data
· Identify alternative solutions to meet customer needs
· Identify opportunities for additional pull-through products and services
· Identifies and implements improvements to customer service-related processes, procedures, and techniques
- Take ownership of customer requests from inquiry through resolution, coordinating with internal teams as required to ensure a positive customer experience
- Demonstrate strong problem-solving skills and the ability to identify practical solutions that meet customer requirements while balancing business objectives
Education, Experience, and Abilities:
· High school diploma
· Customer Service experience
· Strong Microsoft Office skills
· SAP Business System Knowledge or related would be beneficial
- Hubspot Ticketing System Knowledge or related would be beneficial
- Demonstrated ability and interest in learning technical products and applications
- Experience supporting industrial, manufacturing, engineering, fluid system, instrumentation, process, or regulated industry customers is considered an asset
- Familiarity with quality documentation, certifications, compliance requirements, and traceability processes is beneficial
Critical Competencies:
- Attention to detail
- Customer focus
- Technical aptitude and curiosity
- Ownership and accountability
- Problem solving
- Planning and organization
- Strong work ethic
- Ability to function in a team environment as well as work independently when required
Communication:
· Speaks clearly, fluently, and in a compelling manner to both customers and colleagues
· Keeps communication clear, straightforward, and professional
Collaboration:
· Cooperates with team members to resolve problems and achieve goals
· Shares information freely
· Maintains a positive attitude with internal and external stakeholders
Organizational Awareness:
· Understands and follows policies and procedures
· Follows organization’s mission, vision, and strategic objectives.
· Consistently demonstrates alignment to company core values.
Learning & Continuous Improvement
- Demonstrates a strong desire to learn, continuously improve, and expand technical and commercial knowledge
- Proven ability to learn new systems, products, and processes quickly
Working Environment
Physical Demands & Work Environment:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Hybrid work arrangements are available for this position; however, successful onboarding and development require significant in-office collaboration during the initial training period. New hires should expect to work primarily from our office for approximately 12-18 months while building product knowledge, systems proficiency, and business relationships. Following successful completion of onboarding and demonstrated proficiency in the role, a hybrid work arrangement may be considered based on individual performance and business requirements.
- Required to use a computer with a keyboard, telephone, or handheld mobile device for extended periods of time, and office machinery as needed
- Fluent in English
- Able to sit and stand for extended periods of time
Pay: $52,000.00-$56,000.00 per year
Benefits:
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
Work Location: In person
