E-commerce Associate

Job Title: E Commerce Associate
Job Location: West Chester, PA
Pay Transparency: 60-65k 
Operating Company: Energy Transfer Solutions
FLSA Status: Exempt

About:
This role is ideal for a self-starter who enjoys customer interaction, thrives on organization, and wants to grow alongside a fast-moving e-commerce and operations team. You will be customer-facing, process-driven, and deeply involved in day-to-day order flow, post-order support, and continuous improvement initiatives.

Energy Transfer Solutions - A member of the AIR Control Concepts family.

Energy Transfer Solutions is your trusted partner for innovative HVAC solutions. Since 2003, we’ve provided premier equipment, parts, controls, and services to commercial and industrial clients across PA, NJ, and DE. Our expert team delivers tailored solutions, from system design to turnkey installations, ensuring optimal performance and efficiency. With a focus on quality, integrity, and customer success, ETS is committed to enhancing your building's comfort, reliability, and value.

Check out our website: Specialty HVAC Solutions, Parts & Services | ETS HVAC

Essential Duties and Responsibilities:
As the Ecommerce Customer Support Representative, you will:

• Serve as a primary point of contact for e-commerce customers via phone, email, and live chat, delivering timely and professional support.
• Assist customers with part identification, order placement, shipping questions, and general account inquiries.
• Manage post-order support including tracking updates, delivery issues, returns, and manufacturer coordination.
• Process return authorizations and warranty requests while tracking approvals, credits, and resolution status.
• Communicate clearly with customers regarding order confirmations, estimated ship dates, and backorder updates.
• Support internal teams (Sales, Service, Accounting, Warehousing) with parts-related requests and follow-ups.
• Maintain accurate customer, order, and product data within ERP, CRM, and e-commerce systems.
• Assist with basic e-commerce site updates including product listings, pricing, and metadata as needed.
• Support e-commerce marketing initiatives as needed, including assisting with email campaigns, basic content updates, and social media coordination.
• Prioritize and manage multiple tasks simultaneously while maintaining strong attention to detail.
• Identify opportunities to improve customer experience and internal workflows.
• Assist with documenting processes, SOPs, and internal knowledge resources.
• Support existing automation tools and adapt processes as systems evolve.

Experience and Requirements:

• Experience in customer support, e-commerce, sales support, or operations.
• Comfort working with Microsoft Office 365 (Outlook, Excel, Word).
• Ability to quickly learn ERP, CRM, and e-commerce platforms.
• Experience with Shopify, FACTS ERP, Adobe Acrobat, and Canva (or similar design tools) is a bonus. These skills are not required but may create opportunities to contribute to marketing and e-commerce initiatives as the team grows. 
• Interest or experience in social media marketing, content creation, or digital branding.
• HVAC or technical parts experience not required — training provided.

Benefits:
We offer a competitive and comprehensive benefits package, including:

• Medical Insurance
• Health savings account (HSA)
• Dental Insurance
• Vision Insurance
• 401(k) plan with company match
• Paid Time Off
• Paid Holidays
• Basic Life insurance
• Voluntary Life Insurance
• Short & Long Term Disability
• Mobile phone discounts
• Nutrition counseling

The Company provides equal employment opportunity in accordance with applicable laws and prohibits discrimination and harassment. Employment decisions are based on business needs and qualifications.  The Company complies with disability laws and provides reasonable accommodations to qualified individuals.