Job Description

We are seeking a detail-oriented, solution-driven Customer Service Associate to provide specialized ownership of internal order management and consignment operations. This position enters and manages internal orders through fulfillment, supports delivery deadlines through proactive communication, and maintains accuracy and consistency across related processes. Core consignment responsibilities include distributing customer reporting, transferring files to customer servers, maintaining sales and error logs, and partnering with Finance to support invoicing. Occasional backup support may be required, but it is secondary to the position’s primary responsibility for internal order and consignment management.

Key Responsibilities

• Own the accurate entry and active management of internal orders from receipt through fulfillment to support service expectations and deadlines.

• Manage consignment order support activities, including distributing customer reporting, transferring reports to customer servers, maintaining sales and error logs, and coordinating with Finance to help ensure consignment invoicing processes flow without issue.

• Maintain current knowledge of product changes and key business information to effectively support customers and internal stakeholders.

• Execute special projects and large-scale order change activities as assigned.

• Manage interactions via email and telephone, maintain accurate records of interactions and transactions in Salesforce, and ensure timely follow-up and resolution of customer issues.

• Escalate unresolved order or customer issues to the appropriate internal teams when necessary to support timely resolution.

• Contribute to team goals and participate in team meetings and training sessions as required to support departmental effectiveness and continuous improvement.

• Provide occasional backup support for Customer Service Representatives to maintain continuity of service.

Required Qualifications

• High school diploma or GED with a minimum of five years of experience in customer service, order management, or a high-volume operational environment utilizing CRM systems.

Preferred Qualifications

• Demonstrated ability to deliver consistent service while maintaining process accuracy, responsiveness, and accountability.

• Excellent verbal and written communication skills, with the ability to interact professionally and effectively with customers and internal teams.

• Demonstrated ability to take ownership and collaborate effectively across functions to resolve or prevent issues.

• Strong organizational skills, reliability, and disciplined process execution.

• Demonstrated ability to manage multiple priorities effectively and maintain strong time management in a deadline-driven environment.

• Effective problem-solving skills with the ability to identify, troubleshoot, and resolve issues in a timely manner.

• Familiarity with SAP, Salesforce, or other order management and customer relationship management systems is preferred.

• Experience in the HVAC industry or in product-based customer service roles is preferred.

• Intermediate proficiency in Microsoft Excel is preferred.