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Swagelok Allentown

Your Authorized Swagelok Sales and Service Center

Careers

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We're Hiring!

Swagelok Allentown offers exciting opportunities for individuals looking to join an organization that recognizes and rewards the contributions of its employees.

We invite you to explore our open positions below; submit your resume by sending us an email.  

Full-Time Customer Service Supervisor

We are currently seeking a full-time Customer Service Supervisor to join our team. The Customer Service Supervisor will oversee and assist customer service employees (CSRs) in the performance of their job duties such as processing transactions, responding to customer inquiries, resolving issues or complaints and supporting the quote to order fulfillment process. As the customer services leader for the business, you will collaborate with Swagelok’s global Sales and Service Network to share best practices. The Customer Service Supervisor will support our team-selling approach and customer segmentation strategy for our product distribution, Custom Solutions, hose assembly and engineering services activities. This position requires strong communication and leadership skills, superior business acumen, commitment to deadlines and ability to maintain and handle confidential information. In addition, your responsibilities will include, but not be limited to, the following:

Percent of Time & Essential Functions

50% Operations:

  • Identify goals and determine actions required to achieve those goals
  • Responsible for providing day-to-day guidance; identify and eliminate barriers to accuracy, productivity and quality
  • Manage escalated CSR and customer experience issues from start to resolution; serve as liaison for technical issues and support
  • Generate and monitor individual and team performance tracking reports
  • Actively seek solutions to customer’s needs, communicate trends to leadership, and suggest solutions on behalf of the customer experience
  • Continuously train and ensure compliance of CSRs to products, processes and policies
  • Accountable for daily execution of all customer quote and order requests
  • Develop and monitor service level metrics to drive team performance
  • Perform customer service activities as required to assist customers directly
  • Report & help to track customer complaints, non-conformances and errors to comply with our Quality System
  • Perform ambiguous tasks with little or no guidance and support, and the ability to suggest actions without having all the information

10% Organizational goals: 

  • Participate in a team and/or project(s) that contributes to the Strategic Plan or other initiatives to continuously improve the organization
  • Develop local customer service and technical service initiatives that aligns with Swagelok’s global growth strategy and our local commercial growth strategy
  • Effectively utilize internal resources like iSwagelok, document sharing platforms and product literature
  • Conduct ongoing learning to become a subject-matter expert in an area needed to continue the evolution of the Customer Experience
  • Educate and coordinate the communication and direction/policies of the company to their team
  • Participate in marketing and sales-related initiatives
  • Advise management on key issues, trends, customer expectations and recommends process improvements to improve customer service quality
  • Perform other related duties as assigned

40% Supervisory: 

  • Lead and develop a team of 4-6 associates; responsible for overall performance coordination and evaluation of the team
  • Involved in the hiring, training and termination (as required) of customer service associates
  • Monitor employees' performance and compare it with the goals of the company/individual, and provides timely feedback and coaching
  • Prepare and conduct performance evaluations that are timely and constructive
  • Handle discipline of employees as needed and in accordance with company policy
  • Manage workforce, develop and maintain staff scheduling and capacity planning to create team efficiency
  • Carry-out supervisory responsibilities in accordance with Swagelok Allentown’s policies and procedures; additional responsibilities include planning, assigning and directing work; rewarding and disciplining employees and meaningful conflict resolution
  • Organize, prioritize and delegate tasks and restructure work schedules according to workload and to meet the needs of the business
  • Communicate policies to associates and become the primary information source for staff; follow-up to ensure compliance and consistency; take corrective action as necessary and document issues and actions taken
  • Can adapt well and lead in an environment through changes in circumstances, direction and strategy

Position Requirements

Education and Experience:

  • 4-year degree preferred in related field
  • 4 years of Customer Service Experience
  • At least 3 years of supervisory experience in a customer-oriented position
  • Industry experience in instrumentation or process industries helpful

Full-Time Customer Service Representative

We are currently seeking a full-time Customer Service Representative to join our team. This Customer Service Representative (CSR) processes the transactions necessary to support the quote and order fulfillment process. The CSR provides internal and external customers with service and information about transactions, products, prices, availability, etc.  The CSR, working with a team, strives to assist customers quickly and consistently in selecting and procuring the Swagelok product solutions that best meet their needs. The duties and responsibilities of the CSR are broken down as follows:

Percent of Time & Essential Functions

80% Customer Service:

  • Provide timely and helpful responses to all inquiries, quote requests and order confirmations via any incoming method (phone, digitally and walk-in customers).
  • Answer customer questions about products, prices and availability.
  • Use the business system to process quotes, orders, shipment tracking, etc.
  • Educate customers on the use of web-based services, including Swagelok.com.
  • Effectively utilize internal resources like iSwagelok, document sharing platforms and product literature.
  • Participate in marketing- and sales-related initiatives.
  • Report & help to track customer complaints, non-conformances and errors to comply with our Quality System.
  • Assist customers with requests for outsourcing non-Swagelok material.
  • Process credit cards and nightly billing at the end of each day; submit customer invoicing using mail and email invoice features where specified.
  • Digitally store customer requests.

5% Organizational goals:

  • Participate in a team and/or project(s) that contributes to the Strategic Plan or other initiatives to continuously improve the organization.
  • Conduct ongoing learning to become a subject-matter expert in an area needed to continue the Evolution of the Customer Experience.

15% Other Responsibilities:

  • General Office Support.
  • Warehouse support for packing slips and shipping-related questions.
  • Sales support including account history and special customer requirements.
  • Awareness of and Compliance with the Swagelok Quality System (SQS).
  • General cleaning and organizational activities.
  • Performs other duties as assigned.

Full-Time Warehouse & Production Supervisor

We are currently seeking a Warehouse & Production Supervisor to join our team. The Warehouse and Production Supervisor is responsible for supervision of the distributorship warehouse operations, ensuring efficient and timely processing of customer orders across the distributorship. The position is also responsible for consistent warehouse procedures and Swagelok Quality System (SQS) requirements. The incumbent will also serve as the facilities manager; this position is responsible for the maintenance of buildings, grounds and equipment.

Percent of Time & Essential Functions

40% Supervisory:

  • Leading and developing a team of 5-7 associates; responsible for overall performance coordination and evaluation of the team
  • Involved in the hiring, training and termination (as required) of distribution and production associates
  • Conducts performance evaluations that are timely and constructive
  • Monitor employees' performance and compare it with the goals of the company/individual and provides timely feedback and coaching
  • Prepares and conducts performance evaluations that are timely and constructive
  • Ensures all distributorship production and warehouse procedures are followed and ensures compliance with modifications and special requirements identified by the Service Team and Management
  • Manage and troubleshoot distribution and production issues from start to resolution; serves as liaison with other departments
  • Oversee production workload schedule and assign work accordingly
  • Plans and coordinates work, trains and motivates, monitors and evaluates performance of associates; ensures their ability to safely operate; counsels, documents and disciplines, as necessary. Develops distributorship leaders to effectively oversee the daily routines
  • Conducts performance evaluations that are timely and constructive
  • Manages workforce, develops and maintains staff scheduling and capacity planning to create team efficiency
  • Carrying out supervisory responsibilities in accordance with Swagelok Allentown’s policies and procedures; additional responsibilities include planning, assigning and directing work; rewarding and disciplining employees and meaningful conflict resolution
  • Manage incoming orders, to ensure all customer orders are filled on time as prescribed by order parameters and ship via rules. Communicate issues with customer service reps daily to maintain customer order integrity
  • Organizes, prioritizes and delegates tasks and restructures work schedules according to workload and to meet the needs of the business
  • Communicating policies to associates and become the primary information source for staff, following-up to ensure compliance and consistency, taking corrective action as necessary and documenting issues and actions taken
  • Can adapt well and lead in an environment through changes in circumstances, direction, and strategy

25% Inventory:

  • Inventory accuracy and Cycle Count Requirements. Verify inventory computations by comparing them to physical counts of stock, and investigate discrepancies or adjust errors
  • Receive incoming shipments to verify accuracy of incoming shipment and identify proper storage locations
  • Manage stock by determining proper storage methods, identification and stock location based on turnover, environmental factors and physical capabilities of facilities
  • Examine and inspect stock items for wear or defects, reporting any damage to supervisors and take actions based on established protocols

25% Production: 

  • Oversee production workload schedule and assign work accordingly
  • Address and resolve associate needs and questions as they relate to Custom Solutions and distribution activities
  • Ensure processes and procedures are updated and followed as it relates to Custom Solutions SQS requirements
  • Primary Quality Inspector and tester of Custom Solution Assemblies
  • Ensure all project related build information from the project manager is adequate and available prior to issuing work
  • Maintain and ensure completion of all quality related records as it relates to distribution and production activities
  • Ensure equipment maintenance functions are performed and records are maintained
  • Perform certified assembly and postponement activities as required

10% Other Responsibilities:

  • Meet Distribution SQS requirements and maintain SQS documentation for quality audits; specifically, Calibration, Equipment Maintenance, Shipping, Receiving and the Packaging process
  • Assist and be able to perform all Distribution and Production Associate responsibilities as needed
  • Oversees the cleaning and maintenance of the Allentown location
  • Perform ongoing evaluation of facilities and equipment and make recommendations to the Leadership Team as needed 
  • Other duties as required
  • Perform ambiguous tasks with little or without guidance and support and the ability to suggest actions without having all the information

Position Requirements

Education and Experience:

  • High School diploma and/or equivalent required; 4-year degree preferred, and/or equivalent combination of education and experience required
  • 4 years warehouse/shipping & receiving service experience preferred
  • At least 2 years supervisory experience required  
Please email your resume and a cover letter detailing your interest/qualifications by clicking herePlease specify in the email subject the open position(s) for which you are submitting your information. Interested in applying for something that might open up in the future? You are welcome to send us an email detailing why you would like to join our team – we are always willing to consider adding talented people to our team!

 


Don't see a job that fits your talents, or is nothing currently listed on this page? Send us your resume by clicking here, and let us know why you'd like to work for Swagelok Allentown! We're always looking for great people to join our team. If you don't hear from us right away, don't sweat it. We'll contact you if the right position comes up. Until then, keep checking this page for more opportunities.