Order Entry, Warranty and Parts Support Assistant

Laars Heating Systems is seeking an Order Entry, Warranty & Parts Support Assistant to serve as a critical link between customers, and internal departments. This role will assist with customer orders, warranty claims, parts identification, and return material authorizations (RMAs).

The ideal candidate should be highly detail-oriented, customer-focused, and comfortable working in a fast-paced, office-based environment where accuracy, communication, and problem-solving are essential.

• Accurately enter customer purchase orders into ERP or CRM systems, verifying pricing, quantities, availability, and shipping details.
• Provide customers with updates regarding order status, claim status, shipping delays, and backorders.
• Serve as a point of contact for inquiries via phone, email, and chat.
• Assist with validating Customer Portal orders.
• Assist with Parts Identification by using technical drawings, equipment manuals, and BOMs (Bill of Materials) to accurately identify required components.
• Provide pricing and availability to customers.
• Assist Warranty Administrator with RMA process, including validating return requests and issuing authorization numbers.
• Determine whether returns qualify under warranty and/or company policy, clearly explaining terms, exclusions, and limitations to customers.
• Arrange for the return of damaged or defective components when necessary.
• Prepare denial letters or issue credits when applicable.
• Stay informed of manufacturer bulletins, recalls, and warranty policy updates.

• High school diploma or equivalent.
• College degree preferred.
• Previous experience in customer service, administration, manufacturing, service, or parts support preferred.
• Proficiency in Microsoft Office Suite (especially Excel).
• Experience working with ERP or CRM systems
• Strong attention to detail and high level of accuracy in data entry.
• Excellent verbal and written communication skills.
• Ability to multitask and manage competing priorities in a fast-paced environment.

• Primarily office-based, sedentary role.
• Standard business hours (Monday–Friday).
• May occasionally require handling parts in a warehouse or service setting.
• Fast-paced environment requiring consistent multitasking and accuracy.