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About the Role

The Customer Service Associate is the primary first-touch contact for customers, handling inbound calls, front-line issue resolution, and sales support to allow the warehouse and senior sales team to focus on higher-complexity work. This role requires strong phone presence, sound judgment, and organizational discipline.

Responsibilities

• Answer all inbound calls and serve as the primary first-touch contact for customers.
• Route calls to the appropriate department— warehouse, delivery, or senior sales — when needed.
• Handle inbound phone sales, product questions, and basic order inquiries.
• Assist customers with product selection, escalating to a senior team member when the request exceeds standard parameters.
• Resolve customer service issues including missing parts, replacement requests, and order status questions.
• De-escalate difficult interactions using structured troubleshooting and clear communication.
• Own a resolution or bring in backup and move quickly in either direction.
• Follow up on outstanding quotes and maintain consistent contact with customers who have not responded after receiving pricing.
• Proactively contact existing customers to maintain relationships and flag lapse risk before accounts go cold.
• Capture inbound sales opportunities that would otherwise be missed when the sales team is unavailable.
• 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 on delivery dates and times, and relay updates to customers.
• Support outgoing order coordination including OFC batch communication.
• Partner with the Finance Manager to assist with invoice processing, billing inquiries, and financial recordkeeping.
• Process invoices once prepared and verified, ensuring timely issuance 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, accurate manner.

Requirements

• 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.
• Intermediate proficiency in Microsoft Excel; working knowledge of the full Microsoft Office Suite.
• Sound judgment: knows when to troubleshoot independently and when to escalate.
• Organized and detail-oriented with a track record of managing follow-up without dropping tasks.
• Experience in contract furniture, office supply, distribution, or a product-based B2B environment (Preferred).
• Familiarity with Khameleon ERP or similar order management / warehouse management systems (Preferred).
• Prior exposure to invoice processing or financial recordkeeping in a support role (Preferred).

Skills

• Phone communication
• Issue resolution
• Sales support
• Order entry
• Billing support
• Microsoft Excel
• Microsoft Office Suite
• De-escalation
• Judgment
• Organization
• Detail-oriented

Location

• Brooklyn Navy Yard, New York City

Work Type

• On-site
• Full-Time

Experience Level

• 2+ years of experience

Salary/Compensations

• $20 – $22/hr

About the Company

• 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.
• 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.

Equal Opportunity

• 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.