What are the responsibilities and job description for the Order Entry, Warranty and Parts Support Assistant position at Laars Heating Systems Company?
Laars Heating Systems is seeking an Order Entry, Warranty & Parts Support Assistant to serve as a critical link between customers, and internal departments. This role will assist with customer orders, warranty claims, parts identification, and return material authorizations (RMAs).
The ideal candidate should be highly detail-oriented, customer-focused, and comfortable working in a fast-paced, office-based environment where accuracy, communication, and problem-solving are essential.
- Accurately enter customer purchase orders into ERP or CRM systems, verifying pricing, quantities, availability, and shipping details.
- Provide customers with updates regarding order status, claim status, shipping delays, and backorders.
- Serve as a point of contact for inquiries via phone, email, and chat.
- Assist with validating Customer Portal orders.
- Assist with Parts Identification by using technical drawings, equipment manuals, and BOMs (Bill of Materials) to accurately identify required components.
- Provide pricing and availability to customers.
- Assist Warranty Administrator with RMA process, including validating return requests and issuing authorization numbers.
- Determine whether returns qualify under warranty and/or company policy, clearly explaining terms, exclusions, and limitations to customers.
- Arrange for the return of damaged or defective components when necessary.
- Prepare denial letters or issue credits when applicable.
- Stay informed of manufacturer bulletins, recalls, and warranty policy updates.
Required
- High school diploma or equivalent.
- College degree preferred.
- Previous experience in customer service, administration, manufacturing, service, or parts support preferred.
- Proficiency in Microsoft Office Suite (especially Excel).
- Experience working with ERP or CRM systems
- Strong attention to detail and high level of accuracy in data entry.
- Excellent verbal and written communication skills.
- Ability to multitask and manage competing priorities in a fast-paced environment.
Work Environment
- Primarily office-based, sedentary role.
- Standard business hours (Monday–Friday).
- May occasionally require handling parts in a warehouse or service setting.
- Fast-paced environment requiring consistent multitasking and accuracy.