Job Details

Job Title: Customer Service Representative (CSR) – eCommerce & Distribution

Location: City of Industry, CA
Job Type: Full-Time
Pay Rate: $18–$20 per hour (based on experience)
Department: Customer Service / eCommerce
Reports To: Customer Service Manager or Operations Manager

Position Summary:

We are seeking a detail-oriented and customer-focused Customer Service Representative (CSR) with eCommerce experience to join our team at our A/C Unit Distribution Center in City of Industry, CA. This role is responsible for supporting customers across multiple channels, managing online orders, and coordinating with internal teams to ensure a smooth and efficient order fulfillment process.

Key Responsibilities:

• Handle incoming customer inquiries via phone, email, and chat regarding orders, products, returns, and technical questions.

• Process and manage eCommerce orders from platforms such as Shopify, Magento, Amazon, or similar.

• Troubleshoot and resolve customer issues promptly and professionally.

• Work closely with the warehouse and logistics teams to ensure timely and accurate order fulfillment.

• Keep customers informed on order status, delays, and product availability.

• Maintain accurate records in CRM and ERP systems.

• Assist with product returns, replacements, and warranty claims related to A/C units and accessories.

• Support B2B customers with quotes, availability, and order tracking.

• Monitor customer feedback and identify opportunities to improve service quality.

Qualifications:

• High school diploma or equivalent; associate’s or bachelor’s degree a plus.

• 2+ years of customer service experience, ideally in eCommerce or product distribution.

• Familiarity with order management and CRM systems (NetSuite, Salesforce, etc.).

• Strong communication, organizational, and multitasking skills.

• Basic understanding of HVAC products or A/C systems is a plus.

• Bilingual (English/Spanish) preferred but not required.

Work Environment:

• Office-based role located within or near the distribution center.

• May involve occasional interaction with the warehouse or logistics teams.