Customer Service Associate-Operations

Job Description

Job Description

Customer Service Associate-Operations

Location: Billerica, MA
Reports to: Director, Program Management
Compensation: $40,000-$60,000 base salary

About ColdSnap

ColdSnap® is a rapid freezing appliance that produces single servings of frozen confections and frozen beverages in about 120 seconds from shelf-stable, ambient temperature, ColdSnap pods. Our mission is to transform the way that ice cream and other frozen confections are produced, transported, purchased & consumed. We are a rapidly growing startup based in Billerica, MA that is here to disrupt the cold supply chain while providing commercial settings an appliance that delivers tasty frozen treats in a snap.

Position Overview

The Customer Operations Associate is responsible for two core functions critical to ColdSnap’s commercial execution. Accurate order processing for the sales organization and frontline handling of customer inquiries related to machines, pods, shipping, and account access. This role sits at the intersection of Sales, Program Management, and Operations. It is not a reactive call-center position. Success in this role requires precision, follow-through, and the ability to coordinate across teams to resolve issues efficiently. The Customer Operations Associate ensures that orders move cleanly from deal close to fulfillment and that customers receive timely, accurate responses throughout their lifecycle with ColdSnap.

Core Responsibilities

Sales Order Entry & Coordination

• Enter machine and pod orders into ColdSnap’s order management systems based on inputs from Sales.
• Validate order details including pricing, quantities, shipping information, and billing accuracy.
• Coordinate with Sales, Finance, and Operations to resolve discrepancies prior to fulfillment.
• Track order status and proactively flag delays, issues, or missing information.
• Support clean handoffs from sales close to operational execution.

Customer Inquiry Management

• Act as a primary point of contact for inbound customer inquiries via phone and email.
• Field and triage questions related to:
  • Machine issues and basic troubleshooting
  • Pod issues or quality concerns
  • Shipping status, delivery timing, and order tracking
  • Account-related questions including e-commerce login access and billing inquiries
• Resolve issues directly when possible and escalate appropriately when required, with complete context.
• Communicate clearly with customers regarding next steps, timelines, and resolution status.
• Follow issues through to closure and confirm resolution.

Internal Coordination & Documentation

• Document all orders, customer interactions, and issue resolution accurately in internal systems.
• Coordinate with Program Management, Technical Operations, Supply Chain, and Finance as needed.
• Identify recurring issues and surface patterns that impact order accuracy, fulfillment, or customer experience.
• Support continuous improvement of order management and customer-facing processes.

Qualifications

• 2–4 years of experience in customer operations, sales support, customer service, or order management roles.
• Strong attention to detail and comfort working in systems-heavy environments.
• Clear, professional written and verbal communication skills.
• Ability to manage multiple requests while maintaining accuracy and responsiveness.
• Comfortable operating in a fast-growing, cross-functional environment.
• Experience supporting B2B customers, hardware products, or logistics workflows is a plus.