Customer Service Order Processing Associate (Southborough)

Customer Service Order Processing Associate

Company Overview:

NorthStock is a commercial/industrial distributor specializing in HVAC parts and equipment. We are dedicated to making it quick and easy for our customers to purchase and receive the items needed to complete their projects.

Position Summary:

We are currently seeking a highly skilled Customer Service Order Processing Associate to join our team on a full-time basis. Operating within a Monday through Friday, 8-hour day shift schedule, you will play a pivotal role in facilitating seamless interactions with our customers, vendors, sales team, and warehouse personnel.

Responsibilities:

- Process incoming orders efficiently and accurately.

- Proactively review and manage open orders, liaising with vendors to address missed ship dates and promptly updating customers on any changes to estimated ship dates.

- Handle incoming phone calls, collecting pertinent information, and promptly submitting support cases.

- Monitor support cases through an organized dashboard, ensuring timely resolution.

- Assist customers with post-order inquiries, including but not limited to returns, replacements, refunds, delivery status updates, backorder inquiries, and resolution of any issues encountered during the fulfillment process.

- Utilize internal knowledge bases and coordinate with vendor support teams to effectively resolve support cases.

- Contribute to the development of our knowledge base by documenting new solutions for common issues.

Ideal Candidate:

- Thrives in a fast-paced, customer-centric environment.

- Demonstrates exceptional prioritization skills and consistently meets deadlines.

- Proficient in NetSuite.

- Possesses HVAC or related technical knowledge.

- Comfortable communicating via phone, chat, email, Zoom, and Teams.

- Capable of efficiently multitasking.

- Proficient in Google Chrome and adept at navigating multiple tabs.

- Enjoys tackling challenges and finding solutions.

Job Type: Full-time

Benefits:

- 401(k) with matching contributions

- Dental insurance

- Flexible spending account

- Health insurance

- Health savings account

- Life insurance

- Paid time off

- Vision insurance

Work Location: In person at our Southborough, MA facility