Customer Service Associate

Bosch-HomeComfort•Marlborough, MA

About The Position

The Customer Service Associate, also described as a counter sales associate, serves customers daily and helps ensure a positive customer experience. As part of the branch team, the associate sells the company’s products, takes and follows up on customer orders, looks up and orders parts, and provides customer service. The role also supports other branch activities, including warehouse work such as loading and unloading deliveries, picking materials for next-day orders, receiving and restocking products, inventory management, and potentially operating a forklift. The associate helps maintain efficient branch operations, manages customer relationships, communicates with customers and internal departments, researches and resolves issues, and supports safe handling and storage of products. The position contributes to the company’s Zero Harm safety culture and follows applicable policies, standards, and procedures.

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

Provide customers with a positive experience and quality products and services that meet or exceed their needs.
Manage customer relationships and enhance the customer experience.
Communicate with customers by phone, fax, email, and in person.
Enter customer orders, look up and research parts, and handle warranty inquiries.
Promote and support sales promotions.
Collaborate with regional sales staff and other field personnel to provide customer service.
Work with departments including credit, billing, shipping, purchasing, technical service, and marketing.
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, ensuring products are handled and stored safely and efficiently.
Support branch operations, including loading and unloading deliveries, picking materials, receiving and restocking parts and products, and inventory management.
Follow PPE requirements and contribute to a safe, welcoming workspace and the Zero Harm culture.
Oversee pricing and margins on orders and make appropriate adjustments when warranted.
Perform other duties as directed.