Hydronic heating customer service

ETNA Supply Company; Grand Rapids (MI); On-site; USD 42,000 - 62,000; Full time

Job summary

Etna Supply is hiring a Hydronic Heating Customer Service representative for on-site work in the Grand Rapids metropolitan area. The role focuses on assisting customers and contractors with hydronic heating, air and water heating, and snow-melt products, answering inquiries, and guiding product solutions.

You will handle order processing, quotations, and returns, coordinate with warehouse teams, and support sales initiatives.

Qualifications

• Customer service and communication skills to handle inquiries professionally and clearly.
• Technical understanding of hydronic heating/HVAC basics and ability to discuss applications with customers.
• Experience with order entry and CRM/ERP systems, data accuracy, and basic software tools.

Responsibilities

• Respond to customer inquiries by phone, email, and in person with professionalism.
• Provide product information and recommendations to customers and contractors.
• Process orders, quotes, and returns accurately in the system.
• Coordinate with warehouse and logistics teams to ensure timely delivery and order fulfillment.
• Troubleshoot basic technical issues and escalate complex problems to internal experts.
• Maintain detailed records of customer interactions and support sales initiatives.

Skills

Customer service

Communication

Technical aptitude

Order entry/ERP

Problem-solving

Team collaboration

Education

High school diploma or equivalent

HVAC certification (plus)

Tools

CRM software

ERP systems

Microsoft Office

Job description

Company Description

Etna Supply is a family of companies that provides essential products, expertise, and support to keep water systems operating and businesses running. As a trusted partner to contractors, engineers, municipalities, builders, and other professionals, the organization simplifies sourcing for plumbing, HVAC, fire protection, municipal infrastructure, and related services. Its divisions and subsidiaries offer specialized solutions, including premium kitchen and bath showrooms, waterworks and municipal supplies, fire and fabrication services, HVAC materials and expertise, and custom pipe manufacturing. Etna Supply emphasizes outstanding customer service, on-time delivery, and fair pricing for projects of all sizes and complexities. The company is growing and welcomes individuals who want to contribute to a collaborative, customer-focused environment.

Role Description

This full-time, on-site Hydronic Heating Customer Service role is based in the Grand Rapids Metropolitan Area. The position focuses on supporting customers and contractors with hydronic heating, air and water heating, and snow melt products and solutions. Day-to-day responsibilities include responding to customer inquiries by phone, email, and in person, providing product information and recommendations, and processing orders, quotes, and returns accurately in the system. The role also involves coordinating with warehouse and logistics teams to ensure timely delivery, troubleshooting basic technical issues with hydronic heating systems, and escalating complex challenges to appropriate internal experts. The individual in this role will maintain detailed records of customer interactions, support sales initiatives, and contribute to continuous improvement of service processes.

Qualifications

• Customer service and communication skills: ability to handle inquiries professionally, listen actively, and communicate clearly with diverse customers and teammates.
• Technical aptitude in hydronic heating and HVAC: understanding of basic system components, ability to learn product specifications, and comfort discussing application solutions with customers.
• Administrative and systems skills: experience with order entry, CRM or ERP systems, data accuracy, and basic Microsoft Office or similar tools.
• Problem-solving and organizational skills: capability to prioritize tasks, manage multiple requests, resolve issues efficiently, and follow through on commitments.
• Collaboration and teamwork skills: ability to work closely with sales, warehouse, logistics, and municipal or construction partners in a fast-paced environment.
• Relevant experience in customer service, distribution, construction supply, plumbing, or HVAC industries is preferred.
• High school diploma or equivalent required; additional technical training or certification in HVAC or hydronic systems is a plus.
• Comfort working on-site in the Grand Rapids Metropolitan Area with a reliable work ethic and commitment to safety and company policies.