Parts Support Representative

Job Title: Parts Support Representative

Job Location: West Chester, PA (Onsite)

Operating Company: Energy Transfer Solutions

Pay Transparency: 55-65k Plus Bonus

FLSA Status: Exempt

About:

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

Energy Transfer Solutions (ETS), based in West Chester, PA, is a premier provider of specialty commercial and industrial HVAC equipment, parts, and services. Our Parts & Aftermarket division has seen consistent growth since its inception. We are seeking a highly organized and motivated individual to join our team and contribute to our ongoing success.

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

Our work environment offers:

• A modern office setting, renovated in 2020.
• Sit-to-stand desks for all employees.
• Off major holidays, no nights and no weekends
• Opportunity for GROWTH!

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

Essential Duties and Responsibilities:

As the Parts Support Specialist, you will:

• Assist customers with part identification, order placement, shipping questions, and general account inquiries.
• Place new orders and assist with post-order support including tracking updates, delivery issues, returns, and manufacturer coordination.
• Communicate clearly with customers regarding order confirmations, estimated ship dates, and backorder updates.
• Support internal teams (Sales, Service, Accounting, Warehouse, Warranty) with parts-related requests and follow-ups.
• Maintain accurate customer, order, and product data within ERP and CRM systems.
• 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:

What We're Looking For

This role is not a passive or scripted call-center position - you'll be trusted to think, prioritize, and take ownership. This role is for you if…

• You are a go-getter who takes ownership and follows tasks through to completion.
• You have both a customer service mindset (always striving to exceed customer expectations) and a profit-centered mindset (always aiming to surpass department and company profit targets).
• You are extremely organized and comfortable juggling multiple priorities.
• You enjoy customer interaction and are confident making and receiving phone calls.
• You keep strong to-do lists and don't let details fall through the cracks.
• You have excellent time management and communication skills.
• You are eager to learn and grow.
• You're used to working in a fast-paced environment (restaurant, retail, hospitality, customer-facing roles).
• You like staying busy and feeling accomplished checking things off your list.
• You take pride in helping people and making things run smoother.

Backgrounds That Tend to Do Well in This Role

We've found that candidates from the following backgrounds often thrive in this position:

• B2C customer service or client-facing roles
• Restaurant, hospitality, or service industry experience
• Event coordination or event management
• Real estate (agents, coordinators, transaction managers)
• Executive assistants or scheduling/operations support roles
• E-commerce or online retail support
• Marketing or digital operations support

You don't need HVAC experience to succeed here. Many of our team members started without any industry background and have grown into advanced roles by being reliable, organized, and proactive. This role offers clear opportunities for growth as the parts team continues to scale.

Preferred Skills & Experience

• Bachelor's Degree or related experience.
• Experience in customer support, sales support, or operations.
• Comfort working with Microsoft Office 365 (Outlook, Excel, Word).
• Ability to quickly learn ERP, CRM platforms.
• Experience with Infor's FACTS ERP and Adobe Acrobat (for editing PDF's).
• HVAC or technical parts experience not required - training provided.
• Experience with schematic/unit drawings is a plus.

Benefits:

We offer a competitive and comprehensive benefits package, including:

• Medical, Dental & Vision Insurance
• 401(k) Retirement Plan with company match
• Life Insurance & Health Savings Account (HSA)
• Short-Term and Long-Term Disability Insurance
• Critical Illness & Accident Coverage
• Pet Insurance
• Employee Assistance Program (EAP)
• Paid Time Off (PTO) and Paid Holidays

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.