Internal Customer Coordinator - Parts Department

Internal Customer Coordinator Parts Department

Air Treatment Corporation fosters a dynamic, collaborative work environment built on teamwork, exceptional customer service, and a commitment to excellence. We value our employees and are dedicated to supporting their professional growth by providing opportunities for development and advancement from within. Our comprehensive benefits package and supportive culture reflect our commitment to the success and well-being of our team members.

The Internal Customer Coordinator Parts Department is responsible for providing responsive, end-to-end parts and warranty support to ATC's internal service organizations. This position serves as the primary point of contact for internal parts requests and warranty claims, taking ownership of each transaction from initial request through final resolution.

The coordinator will manage parts orders, monitor availability and lead times, coordinate expedited and emergency requirements, administer manufacturer warranty claims, and help maintain appropriate inventory levels of critical and commonly used parts.

This position is highly service-oriented and requires a strong sense of urgency. The successful candidate will become a subject matter expert (SME) on parts identification, manufacturer product lines, stock availability, cross-references, and warranty processes. By providing accurate information, timely communication, and proactive follow-through, this role helps ensure ATC's Field Service, Aftermarket, and Data Center Service teams have the parts and support they need to keep customer equipment operating and service work moving.

Duties/Responsibilities:

• Serve as the primary point of contact for internal parts requests from Field Service, Aftermarket, and Data Center Service teams.
• Manage parts orders from initial request through fulfillment, shipping, delivery, invoicing, and closeout.
• Confirm pricing, availability, lead times, and order requirements with manufacturers and suppliers.
• Monitor open orders and proactively communicate status, delays, and expected delivery dates.
• Expedite urgent and emergency orders to minimize service delays and equipment downtime.
• Resolve order discrepancies, including incorrect, damaged, missing, or short-shipped parts, and coordinate returns or replacements.
• Assist with parts identification, cross-references, kits, substitutions, and manufacturer product information.
• Manage warranty claims from intake through manufacturer submission, follow-up, resolution, and credit or reimbursement.
• Review warranty eligibility and gather required supporting documentation.
• Track open claims and follow up with manufacturers to ensure timely resolution.
• Maintain accurate warranty records and documentation for reporting and manufacturer audits.
• Escalate aged, disputed, or rejected claims as appropriate.
• Monitor inventory levels for commonly used and critical service parts.
• Assist with establishing appropriate stocking levels and reorder points based on usage and service needs.
• Coordinate cycle counts and research inventory discrepancies.
• Assist with maintaining an organized and accurate parts inventory.
• Provide timely, professional, and solutions-oriented support to internal service teams.
• Develop strong knowledge of ATC's manufacturers, equipment, parts, and warranty requirements.
• Partner with manufacturer representatives, purchasing, logistics, and internal teams to resolve parts and warranty issues.
• Communicate recurring parts, warranty, availability, or documentation issues to Parts and Service leadership.
• Support process improvements that improve order accuracy, turnaround time, inventory availability, and warranty recovery.
• Provide guidance to internal teams regarding parts ordering and warranty procedures.

Required Skills and Abilities:

• Working knowledge of commercial HVAC equipment and parts terminology, or the ability to quickly learn technical products.
• Experience managing multiple orders, requests, or claims simultaneously.
• Strong organizational skills and attention to detail.
• Excellent written and verbal communication skills.
• High level of responsiveness and urgency when supporting time-sensitive field and service needs.
• Proficiency with Microsoft Office, particularly Excel.
• Experience with an ERP, inventory, CRM, or order management system.

Education and Experience:

• 2+ years of experience in parts, order management, customer service, warranty administration, purchasing, or a related field.
• Experience in HVAC, mechanical equipment, industrial equipment, or another technical environment preferred.
• Established relationships with commercial HVAC contractors, service companies, or facility maintenance professionals is a plus.
• Experience with a commercial HVAC manufacturer's representative, distributor, or equipment OEM.
• Familiarity with manufacturer parts catalogs or warranty portals.
• Experience supporting Field Service, Data Center service operations.
• Experience with inventory management, purchasing, or warranty recovery.

Physical Requirements:

• Primarily an office/warehouse-adjacent environment with occasional time in the parts warehouse.
• Ability to sit and/or stand for extended periods.
• Ability to occasionally lift or move parts and packages weighing approximately 2540 pounds.
• Standard business hours with occasional flexibility to support urgent field or service needs.

At Air Treatment Corporation, we are committed to growth, innovation, and excellence. As leading experts in HVAC & R solutions, we recognize that the success of our team drives the success of our company. We maintain a workplace built on fairness, professionalism, and opportunity, ensuring that every team member is valued. Join our team and contribute your unique skills and perspectives to help us continue delivering industry-leading solutions.