E-Commerce Associate: Customer-Driven Ops & Parts Support

AIR Control Concepts; West Chester (Chester County); On-site; USD 60,000 - 65,000; Full time

Benefits offered by this job

Medical Insurance

Health savings account (HSA)

Dental Insurance

Vision Insurance

401(k) plan with company match

Paid Time Off

Paid Holidays

Basic Life insurance

Voluntary Life Insurance

Short & Long Term Disability

Mobile phone discounts

Nutrition counseling

Job summary

Energy Transfer Solutions, part of the AIR Control Concepts family, is seeking an E Commerce Associate in West Chester, PA. You will be the customer-facing point for order flow, post-order support, and continuous improvement initiatives, helping drive smooth e-commerce operations.

You’ll engage with customers, coordinate with Sales, Service, and Warehousing, and contribute to site updates, marketing efforts, and data accuracy across ERP/CRM systems.

Qualifications

• Experience in customer support, e-commerce, sales support, or operations.
• Comfort working with Microsoft Office 365 (Outlook, Excel, Word).
• Ability to quickly learn ERP, CRM, and e-commerce platforms.
• Experience with Shopify, FACTS ERP, Adobe Acrobat, and Canva (or similar design tools) is a bonus.
• Interest or experience in social media marketing, content creation, or digital branding.
• HVAC or technical parts experience not required — training provided.

Responsibilities

• Serve as a primary point of contact for e-commerce customers via phone, email, and live chat, delivering timely and professional support.
• Assist customers with part identification, order placement, shipping questions, and general account inquiries.
• Manage post-order support including tracking updates, delivery issues, returns, and manufacturer coordination.
• Process return authorizations and warranty requests while tracking approvals, credits, and resolution status.
• Communicate clearly with customers regarding order confirmations, estimated ship dates, and backorder updates.
• Support internal teams (Sales, Service, Accounting, Warehousing) with parts-related requests and follow-ups.
• Maintain accurate customer, order, and product data within ERP, CRM, and e-commerce systems.
• Assist with basic e-commerce site updates including product listings, pricing, and metadata as needed.
• Support e-commerce marketing initiatives as needed, including assisting with email campaigns, basic content updates, and social media coordination.
• Prioritize and manage multiple tasks simultaneously while maintaining strong attention to detail.
• Identify opportunities to improve customer experience and internal workflows.
• Assist with documenting processes, SOPs, and internal knowledge resources.
• Support existing automation tools and adapt processes as systems evolve.

Skills

Customer support

E-commerce

Sales support

Operations

Microsoft Office 365

ERP

CRM

Shopify

Social media marketing

Content creation

Digital branding

HVAC knowledge

Tools

Shopify

FACTS ERP

Adobe Acrobat

Canva

Job description

Energy Transfer Solutions, part of the AIR Control Concepts family, is seeking an E Commerce Associate in West Chester, PA. You will be the customer-facing point for order flow, post-order support, and continuous improvement initiatives, helping drive smooth e-commerce operations.

You’ll engage with customers, coordinate with Sales, Service, and Warehousing, and contribute to site updates, marketing efforts, and data accuracy across ERP/CRM systems.