Customer Service Associate

Bosch Group•Norristown, PA

About The Position

The Customer Service Associate is the daily point of contact for customers and supports a positive customer experience by selling products, taking and maintaining orders, researching parts and warranties, and following up on existing orders. As part of the branch team, the associate also supports branch operations, which may include warehouse duties such as loading and unloading deliveries, picking materials, receiving and restocking products, inventory management, and potentially using a forklift. The role requires adherence to company policies and standards for safety and quality, and contributes to the branch’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

Build customer relationships and provide quality products and services that meet or exceed customer requirements and expectations.
Communicate with customers by phone, fax, email, and in person.
Enter customer orders; look up and research parts and warranties; and promote and support sales promotions.
Collaborate with regional sales staff, field staff, and departments including credit, billing, shipping, purchasing, technical service, and marketing.
Research and resolve customer issues and complaints.
Communicate scheduled delivery 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 to ensure products are handled and stored safely and efficiently.
Support branch operations, including loading and unloading deliveries, picking materials, receiving and restocking products, and inventory management, as required.
Follow safety, quality, and other company policies and standards; comply with PPE requirements and contribute to a safe and welcoming workplace.
Oversee order pricing and margins and make appropriate adjustments when warranted.
Perform other duties as directed.