Procurement Officer (CSR)

Job Summary:

• As a Procurement Officer, you will serve as the primary point of contact for customers, providing quotations, order acknowledgments, and exceptional support for the resolution of technical issues, and answer product-related inquiries.

• You will collaborate closely with Engineering Services, Sales, and operations teams to deliver timely solutions, ensure customer satisfaction, and maintain strong client relationships. 

• This role requires excellent communication skills, and a commitment to providing world-class customer service. It is also understood that the CSR will be assigned tasks on a daily basis by the Operations Manager(s), and Business Development Manager(s).

Responsibilities:

• Collaborate with BDMs and qualify customer inquiries based on Swagelok standards

• Generate quotes based on part numbers provided by customers and/or identified based on descriptions; prepare and provide price and delivery information in an acceptable format to the end customer

• Confirm and verify part numbering (as required) with the Technical Support Team and/or Engineering Services

• Tag customer’s projects in SAP B1

• Manage orders and enter them into SAP and review delivery schedule from the Factory/suppliers

• Communicate lead times (including any changes) to Customers

• Handle and process Customer and Team emails and calls

• Attract potential customers and provide high quality service to customers by answering product and service questions; provide information about other Swagelok and third-party adjacent products and services

• Handle customer complaints, examine root cause, and suggest corrective action(s). Enter all complaints into SAP.

• Inform Customers’ of promotions as well as identifying upselling opportunities

• Preparing proforma invoices* and uploading of these to customer portals* (*as applicable)

• Liaise with key teams including Sales, Finance, Logistics, Warehouse, Engineering Services, Technical Support to effectively process quotes and orders

• Monitor shipment tracking and order expediting** and ensure feedback is provided to Customers and/or other internal Teams e.g., Sales, Engineering Services, Custom Solutions etc. (**Basic expedites only)

• Ensure accurate filing of closed orders and customer correspondence into SharePoint/Shared Drive

• Performs other related duties as required and assigned.

• Responsible for assigned key performance indicators, which include On-Time Delivery, Customer Response Times, and Average Unread Emails

• Monitor widgets & reports daily to ensure accurate information is provided to Customer(s)

• Coordinate with suppliers for third-party products (enquiry stage only)

Requirements

• English fluency is a MUST

• Bachelor’s degree

• Preferably:

  • Held a similar role with 2 years’ experience

  • Technical/Engineering based education and/or work experience

• Ability to work independently and as part of a team

• SAP experience is a MUST

• Strong phone presence and experience making calls

• Customer service focus with prompt response time to customer needs

• Highly skilled in verbal and written communication skills

• Highly proficient in English speaking and written skills

  • KSA/NA: Highly desired – Arabic speaking and written communication skills

• Strong computer skills and prior experience with a CRM database

• Excellent organizational skills and attention to detail

• Strong analytical and problem-solving skills

• Ability to act with integrity, professionalism, and confidentiality.

• Proficient with Proficient in Microsoft business applications (Word, Excel, PowerPoint, and Outlook)

• Ability to act with integrity, professionalism, and confidentiality.

• Working Conditions:

• Work Hours: This is a full-time position, typically requiring 40 hours per week, 8 hours a day, Sunday through Thursday. After the successful completion of the initial 90-day period or once the associate demonstrates the ability to work independently, there is flexibility to work remotely one day per week.

• Work Environment: This position operates in a professional office environment.

• Background Check: Employment is contingent upon successful completion of a background check.

• Driver’s License: A valid driver’s license is required for this position. Access to reliable transportation is essential.

• Physical Requirements: This position is primarily sedentary and involves extensive use of computers. The associate must be able to sit for extended periods of time, focus on a computer screen, and perform repetitive tasks such as typing and data entry. Occasional walking, standing, or lifting of office materials (typically up to 10 lbs.) may be required. 

• Travel Requirements: Occasional travel to other company offices is required depending on business needs.

• Disclaimer:

• This job description is intended to provide a general overview of the position and does not include every task or responsibility that may be required. Duties and responsibilities may change based on business needs. Employment is at-will, unless otherwise stated in a written agreement, and complies with all applicable federal and New Jersey state laws.