Job Description

Due to an internal move, we are currently recruiting for a full-time, permanent Customer Service Representative to join the team. In this role, you will manage the end-to-end order process, respond to customer enquiries promptly, and support internal teams to ensure timely delivery. By adhering to company processes, meeting daily KPIs, and maintaining attention to detail, you will help deliver an exceptional customer experience and consistently exceed expectations.

Act as the primary point of contact for customers, handling all enquiries promptly and professionally via email, telephone, and trade counter interactions. Prepare accurate, high-quality quotations and process customer orders efficiently from receipt to completion, ensuring compliance with company standards and contract review requirements. Use ERP (SAP) and CRM systems to enter and maintain business partner data, manage quotations and orders, track customer interactions, and generate reports, ensuring all information is accurate and up-to-date. Liaise regularly with internal teams and departments to ensure seamless order fulfilment, effective problem resolution, and excellent customer support. Investigate and resolve customer complaints in a timely manner, ensuring satisfactory outcomes. Apply problem-solving skills to technical enquiries and trade counter sales, providing clear and factual support to customers and colleagues. Maintain spreadsheets, reports, and other documentation as required for internal and external purposes. Follow bespoke processes while complying with company policies, procedures, and relevant legislation. Raise and address any issues impacting health and safety, ensuring they are resolved immediately. Demonstrate a personal commitment to Quality, Health, Safety, and the Environment (QHSE), applying Swagelok's and client companies' policies and safety management systems. Undertake any additional responsibilities delegated by Line Management, completing them safely, efficiently, and within agreed timeframes.

Qualifications and Skills

Essential

Previous experience of working in a Customer Service environment. Experience of working with SAP B1 or a similar system. Previous experience in working with Trade Counter Sales would be advantageous. Good working knowledge of MS Office applications. Rigorous attention to detail. Self-motivated with the ability to work as part of a close team. Excellent organisational, administration and problem-solving skills. Ability to plan and organise workload to ensure deadlines are met. A positive attitude to all aspects of the role. Self-starter and at ease in a team environment. Must demonstrate personal values that are aligned with Swagelok Company Values. Good communications skills, both written and verbal.
Preferred

Knowledge of any of the following sectors would be beneficial Oil & Gas, Semi-Conductor, Chemical & Petrochemical, Biopharmaceutical & Pharmaceutical. Clean Driving Licence.

Why Join Our Team?

We celebrate each of our associates as individuals while we work together to achieve a common goal - to be the fluid systems expert that the world relies on.

All of our decisions are driven by our values and unique culture. Don't believe us? Our most recent Employer Net Promoter Score of 68 speaks for itself, highlighting the high engagement from our workforce.

As an associate at Swagelok Scotland, we provide a competitive base salary and comprehensive benefits package.

Careers at Swagelok Scotland

At Swagelok Scotland, we support personal development and value career journeys that evolve with you. As a key part of our culture, each associate is supported in their learning journey, and we will pro-actively develop skills to achieve the Company's vision to be a market leader in providing solutions to customers.

As an equal opportunity employer, we do not discriminate on the basis of race, colour, religion, sex, sexual orientation, gender identity, age, disability, or any other legally protected status. We are dedicated to ensuring that all applicants receive fair treatment during the recruitment process and that our hiring decisions are based solely on qualifications, skills, and experience.

Job Type: Full-time

Pay: From 28,000.00 per year

Benefits:

Cycle to work scheme Free flu jabs Life insurance Private medical insurance
Work Location: In person