Customer Service Associate

Bosch Group•Gaithersburg, MD

About The Position

The Customer Service Associate works directly with customers each day to provide a positive experience by selling products, taking and following up on orders, researching and ordering parts, and delivering excellent customer service. As part of the branch team, the associate also supports other branch activities, which may include warehouse duties such as loading and unloading deliveries, picking materials for next-day orders, receiving and restocking parts and products, using a forklift, inventory management, and safety-related tasks. The role is responsible for maintaining customer relationships and supporting efficient branch operations in accordance with company guidelines, policies, practices, and procedures. It requires regular communication with customers and collaboration with sales staff and departments across the business. The associate contributes to Bosch’s Zero Harm culture by following safety requirements, including PPE compliance, and helping maintain a safe and welcoming workplace.

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, including warehouse and forklift operations experience.
Multilingual abilities.

Responsibilities

Provide customers with a positive experience and quality products and services that meet or exceed their requirements and expectations.
Manage customer relationships and enhance the customer experience.
Support efficient branch operations 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 staff 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 daily to support timely delivery based on customer demand.
Assist with shipping and receiving as required, handling and storing products safely and efficiently.
Support the branch team’s Zero Harm culture, comply with PPE requirements, and contribute to a safe and welcoming workspace.
Oversee pricing and margins on orders and make appropriate adjustments when warranted.
Support warehouse activities, which may include loading and unloading deliveries, picking materials, receiving and restocking parts and products, forklift use, and inventory management.
Perform other duties as directed.