Customer Service Associate

Bosch Group•Marlborough, MA

About The Position

The Customer Service Associate, also described as a counter sales associate, works directly with customers to provide a positive experience by selling products, taking and following up on orders, looking up and ordering parts, and delivering excellent customer service. As a member of the branch team, the associate also supports other branch activities, including warehouse and inventory tasks, shipping and receiving, and maintaining a safe and welcoming workplace. The role requires adherence to company policies and standards, customer-focused service, and participation in the company’s Zero Harm culture.

Requirements

2–4 years of customer service experience, or an equivalent combination of education and experience.
High school diploma or equivalent.
Strong interpersonal skills and ability to build customer relationships.
Clear communication skills and strong organizational abilities.
Ability to thrive in a fast-paced, team-oriented environment.
Good analytical and problem-solving skills.
Experience with Windows and Microsoft Office software.

Nice To Haves

HVAC industry background.
Warehouse and forklift operations experience.
Multilingual abilities.

Responsibilities

Manage customer relationships and enhance the customer experience.
Support the efficient operation of the branch in accordance with current guidelines, policies, practices, and procedures.
Communicate with customers by phone, fax, email, and in person.
Enter customer orders; look up and research parts and warranties.
Promote and support sales promotions.
Collaborate with regional sales personnel and other field staff to deliver customer service.
Work with credit, billing, shipping, purchasing, technical service, marketing, and other departments.
Research and resolve customer issues and complaints.
Communicate scheduled dates and backorder status to customers.
Research and process credit and return requests.
Maintain customer orders to support timely delivery based on customer demand.
Assist with shipping and receiving to ensure products are handled and stored safely and efficiently.
Support warehouse activities, which may include loading and unloading deliveries, picking materials for next-day orders, receiving and restocking products, and using a forklift.
Support inventory management and other branch duties as required.
Comply with personal protective equipment requirements and contribute to a safe and welcoming workspace and the Zero Harm culture.
Oversee order pricing and margins and make appropriate adjustments when warranted.
Perform other duties as directed.