Customer Experience Representative

Swagelok Indiana | Cincinnati; Indianapolis (IN); On-site; USD 40,000 - 60,000; Full time

Job summary

Swagelok Indiana | Cincinnati seeks a Customer Experience Representative for a hybrid role in Indianapolis, IN, balancing on-site work with remote flexibility. This position involves direct engagement with customers, providing product and service information, processing orders, and resolving concerns, all while ensuring a positive customer experience.

The ideal candidate will possess strong customer service skills, excellent communication abilities, and experience in a similar environment. The role requires comfort with CRM systems and the ability to manage multiple requests at once.

Qualifications

• Strong customer-facing skills focused on timely issue resolution.
• Ability to drive customer satisfaction throughout the service journey.
• Excellent verbal and written communication skills.

Responsibilities

• Engage with customers via phone and email to answer inquiries.
• Process orders and quotes, resolving customer concerns promptly.
• Maintain up-to-date customer records in CRM systems.

Skills

Customer Service

Customer Support

Communication skills

Organizational skills

CRM systems

Tools

CRM systems

Order-entry platforms

Standard office software

Job description

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.