Senior Customer Service Representative

North Stock is a growing ecommerce distributor of commercial and industrial HVAC equipment and replacement parts. Since 2003, we have provided HVAC professionals with the products they need to keep facilities operating.

We are seeking an experienced Senior Customer Service Representative to help provide exceptional customer support while serving as a key resource for our customer service and order processing team. This is a full-time, in-office position located in Southborough, MA.

We are looking for a tech-savvy, customer-focused individual with excellent telephone skills who can efficiently support customers throughout the order lifecycle, monitor open orders, liaise directly with customers and suppliers to ensure timely product deliveries, and adeptly resolve issues as they arise.

This role is ideal for someone who enjoys solving problems, managing multiple priorities, improving processes, and serving as a trusted resource for both customers and coworkers.

As North Stock continues to grow, top performers will have opportunities to take on increased responsibility, contribute to process improvements, and pursue leadership opportunities.

• Address and resolve customer inquiries promptly and professionally while building rapport and trust.
• Assist customers with post-order concerns including order status, returns, replacements, refunds, and warranty issues.
• Collaborate with suppliers to resolve order issues.
• Monitor open orders and proactively follow up to ensure quick shipment.
• Accurately enter and maintain customer and order information in company systems.
• Follow detailed procedures and company policies consistently.
• Handle multiple software platforms, tasks, emails, and phone calls simultaneously.
• De-escalate conflicts and resolve customer concerns with empathy and professionalism.
• Analyze and resolve complex customer requests and operational issues.
• Assist with onboarding and training new team members.
• Identify opportunities to improve customer service processes and documentation.

• 5+ years of customer service, order processing, service coordination, inside sales support, or related experience.
• Excellent verbal and written communication skills.
• Ability to accurately document customer interactions, issues, and resolutions.
• Strong telephone skills and customer service instincts.
• Experience managing customer issues from initial inquiry through final resolution.
• Advanced computer skills and the ability to quickly learn new software systems.
• Experience using ERP software platforms.
• Strong organizational skills and attention to detail.
• Ability to prioritize effectively in a fast-paced environment.
• Dependable and punctual attendance.
• Distribution, manufacturing, industrial, HVAC, plumbing, electrical, or related industry experience preferred.