Customer Service- Heating & Hydronics

Etna Shared Services; Grand Rapids (MI); On-site; USD 32,000 - 46,000; Full time

Benefits offered by this job

Quarterly bonuses

Professional development

Collaborative environment

Multiple locations

Job summary

Etna Supply in Michigan is seeking a Customer Service Representative- Heating & Hydronics to support customers by phone, email, and chat. You will manage orders, quotes, and job files from start to finish, coordinating shipping, inventory, billing, and service needs.

The role emphasizes strong communication, problem solving, and multitasking in a fast-paced, multi-location environment. Relevant product knowledge and MS Office proficiency are preferred.

Qualifications

• High school diploma or equivalent; 1 year related experience preferred.
• Strong communication and customer-service skills.
• MS Office proficiency; basic math for margins and discounts.

Responsibilities

• Provide a positive customer experience by working with customers, outside sales representatives, and vendors by phone and email.
• Process product orders, quotes, work orders, projects, and job files from start to finish.
• Process online orders, communicate through website chat, and troubleshoot customer account issues.
• Order products and equipment, track orders, resolve problems, and coordinate shipping.
• Address billing and service concerns and route complaints to the appropriate department.
• Support inventory control, material-flow reporting, and warehouse, counter, or showroom operations as needed.

Skills

Communication

Customer service

Problem solving

Multitasking

Stress management

Education

High school diploma or equivalent

Tools

Microsoft Office

Eclipse

Job description

Join the team that has been powering growth and an excellent reputation for over 60 years!

Etna Supply is an industry leader in plumbing, heating, underground, municipal, and fire protection wholesale distribution throughout Michigan, Indiana, Ohio, and Wisconsin. We are committed to sound financial principles, building partnerships that foster teamwork, and striving for continuous improvement. We are dedicated to fairness, integrity, and respect.

What We Offer:

• Competitive compensation and benefits package, including quarterly bonuses!
• 5 different lines of business and 2 subsidiaries that provide company stability through diversification.
• Professional development opportunities to support your growth.
• A collaborative and inclusive work environment that values your contributions.
• The fun challenge of working in a fast-paced, multi-location, diverse business function environment.

As a Customer Service Representative- Heating & Hydronics, you will support established customers by phone, email, and website chat. You will manage orders, quotes, and job files from start to finish while coordinating shipping, inventory, billing, and service needs.

Essential Responsibilities:

• Provide a positive customer experience by working with customers, outside sales representatives, and vendors by phone and email.
• Process product orders, quotes, work orders, projects, and job files from start to finish.
• Process online orders, communicate through website chat, and troubleshoot customer account issues.
• Order products and equipment, track orders, resolve problems, and coordinate shipping.
• Address billing and service concerns and route complaints to the appropriate department.
• Support inventory control, material-flow reporting, and warehouse, counter, or showroom operations as needed.

Knowledge, Skills, and Abilities:

• High school diploma or equivalent and one year of related experience or training; equivalent combinations will be considered.
• Working knowledge of plumbing products and their applications is preferred.
• Strong communication, customer service, problem-solving, multitasking, and stress-management skills.
• Working knowledge of Microsoft Office products and Eclipse software.
• Ability to perform basic math and calculate margins, discounts, proportions, and percentages.

Physical Demands and Work Environment:

The requirements below are representative of this job. Reasonable accommodation(s) may be made for individuals with disabilities.

• Work is performed primarily indoors in an office environment with moderate noise levels.
• Frequently required to sit, talk, hear, and use fingers; occasionally required to lift or move up to 25 lbs.
• Must perform essential functions in a consistent state of alertness and in a safe manner and pass a substance abuse screening.

We are an Equal Employment Opportunity/Affirmative Action Employer.