Customer Service Associate

Job Description

Job Description

CUSTOMER SERVICE ASSOCIATE

Job Description | Chase Office Furniture

Department

Sales & Customer Service

Reports To

Finance Manager

Location

Brooklyn Navy Yard, New York City (On-site)

Employment

Full-Time

Compensation

$20 – $22/hr | Based on experience

Schedule

Monday – Friday | Standard business hours

ABOUT CHASE OFFICE FURNITURE

Chase Office Furniture (Chase Office Supplies LTD) is a contract office furniture dealer with more than 50 years of service in New York City. Operating from the Brooklyn Navy Yard, we serve institutional clients including the NYC Department of Education, the School Construction Authority, government agencies, and nonprofits across the five boroughs. Our team of 25 professionals manages the full project lifecycle — from product sourcing and procurement through warehousing, delivery, and installation. We are a relationship-driven business built on reliability, responsiveness, and institutional knowledge.

POSITION SUMMARY

The Customer Service Associate is the first voice customers hear when they contact Chase. This role owns inbound call handling, front-line issue resolution, and sales support — freeing the warehouse and senior sales team to focus on higher-complexity work. The right person brings strong phone presence, sound judgment on when to resolve versus escalate, and the organizational discipline to keep follow-up tasks from slipping.

KEY RESPONSIBILITIES

Customer Communication & Call Handling

• Answer all inbound calls and serve as the primary first-touch contact for customers.
• Route calls to theappropriate department— warehouse, delivery, or senior sales — when needed.
• Handle inbound phone sales, product questions, and basic order inquiries.
• Assistcustomers with product selection, escalating to a senior team member when the request exceeds standard parameters.

Issue Resolution & Customer Service

• Resolve customer service issues including missing parts, replacement requests, and order status questions.
• De-escalate difficult interactions using structured troubleshooting and clear communication.
• Know when to own a resolution versus when tobring inbackup — and move quickly in either direction.

Sales Support & Follow-Up

• Follow up on outstanding quotes andmaintainconsistent contact with customers who have not responded after receiving pricing.
• Proactively contact existing customers tomaintainrelationships and flag lapse risk before accounts go cold.
• Capture inbound sales opportunities that would otherwise be missed when the sales team is unavailable.

Order Entry & Fulfillment Coordination

• Input customer orders into internal systems electronically as they are received.
• Send packing slips and order packages to vendors as needed.
• Coordinate with warehouse staff to confirm POs,align ondelivery dates and times, and relay updates to customers.
• Support outgoing order coordination including OFC batch communication.

Billing Support

• Partner with the Finance Manager toassistwith invoice processing, billing inquiries, and financial recordkeeping.
• Process invoices once prepared and verified, ensuringtimelyissuance to customers.
• Respond to customer billing inquiries, follow up on financial discrepancies, and communicate payment status as needed.

• Maintain financial records and supporting documents in an organized,accuratemanner.

QUALIFICATIONS

Required

• 2+ years of experience in customer service, administrative support, or a front-office role.
• Strong phone communication skills — confident, clear, and professional on every call.
• Demonstrated ability to de-escalate tense customer interactions.
• Knowledge of basic accounting principles and comfort handling billing-related tasks.
• Intermediateproficiencyin Microsoft Excel; working knowledge of the full Microsoft Office Suite.
• Soundjudgment:knows when to troubleshoot independently and when to escalate.
• Organized and detail-oriented witha track recordof managing follow-up without dropping tasks.

Preferred

• Experience in contract furniture, office supply, distribution, or a product-based B2B environment.
• Familiarity withKhameleonERP or similar order management / warehouse management systems.
• Priorexposure to invoice processing or financial recordkeeping in a support role.

WHAT SUCCESS LOOKS LIKE

Customers get a timely, professional first response on every call. Inbound sales opportunities are captured, not lost. Quote follow-up is consistent — not dependent on reminders from the sales team. Senior team members spend less time fielding routine issues and more time on higher-value work.

WHY CHASE OFFICE FURNITURE

• Stable, 50-year institution with deep roots in NYC's public and institutional sector.
• Tight-knit team where your contributions are visible and your voice is heard.
• Brooklyn Navy Yard location — one of NYC's most dynamic working waterfronts.
• Room to grow as the company expands its regional footprint into New Jersey and Georgia.

Chase Office Supplies LTD is an equal opportunity employer. We welcome applications from candidates of all backgrounds and do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other protected characteristic.