Customer Service Associate

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.