Location: Pittsburgh, PA (Onsite — Alps Controls HQ)
Industry: eCommerce | HVAC Controls | Distribution

About Alps Controls
Alps Controls is an established, technology-enabled distributor specializing in HVAC and building automation controls. For more than 30 years, we have partnered with over 200 manufacturers to support contractors, facilities teams, and building owners across North America and South America.

The company is entering its second generation of ownership, with its founder remaining actively engaged in the business. This continuity enables a long-term perspective and ongoing investment in people, systems, and organizational structure.

Alps Controls values thoughtful decision-making, collaboration across teams, and steady improvement. We offer a professional, grounded environment where roles are created intentionally and designed to have long-term impact.

Key Responsibilities:

• Process vendor invoices accurately and in a timely manner
• Create and issue customer invoices
• Research, verify and record freight charges
• Investigate and resolve missing or discrepant invoices
• Respond promptly to internal team inquiries
• Assist with other accounting and administrative tasks as needed

Preferred Qualifications:

• Prior experience in accounting, accounts payable/receivable, or data entry
• Strong attention to detail and organization skills
• Proficiency in Microsoft Office and general computer systems
• Ability to work in a fast-paced, team-oriented environment
• Problem-solving skills and adaptability to changing priorities

Benefits:

• Health Insurance
• 401(K) Matching
• Paid Time Off
• Dental Insurance
• Life Insurance
• Paid Holidays

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Location: Pittsburgh, PA (Onsite — Alps Controls HQ)
Department: Customer Experience

About Alps Controls
Alps Controls is a fast-growing, customer-focused distributor of building automation and controls products. We pride ourselves on delivering a seamless digital-first buying experience combined with real human expertise. Our team is solutions driven, collaborative, responsive, and committed to helping customers succeed.

Position Overview
We're looking for just the right Customer Experience Representative (CER) who thrives in a fast-paced environment and is overly passionate about delivering exceptional service.

In this role, you'll be the bridge between our customers, vendors, and internal teams — ensuring orders are accurate, on time, and communicated clearly every step of the way. You'll manage multiple priorities, solve problems quickly, and play a key role in creating a "white glove" customer experience.

Over time, you'll build product knowledge and technical expertise to become a trusted resource for customers while aligning with all other Alps Controls teams (sales, marketing, accounting, catalog, etc.).

What You'll Do

Customer Experience & Order Management

• Deliver a professional, empathetic, and solution-oriented customer experience
• Process and manage orders across web, phone, and email channels
• Provide accurate pricing, quotes, availability, ship dates, and tracking updates
• Assist with product selection, general inquiries, and returns
• Maintain detailed and accurate CRM records
• Help customers navigate our online platform (alpscontrols.com)
• Collaborate on project pricing and discount opportunities

Communication & Collaboration

• Communicate with customers and vendors via phone, email, and messaging platforms
• Participate in daily team check-ins (WIP meetings)
• Manage and prioritize inquiries through a CRM ticketing system (currently Salesforce)
• Partner with sales, catalog, and development teams to resolve issues
• Support assigned accounts alongside Regional Sales Managers (RSMs)
• Interact with vendors and manufacturers daily regarding pricing, lead times and any order issues that may arise

Product Knowledge & Support

• Build and continuously expand product knowledge
• Provide Level 1 technical support — delegate when required
• Recommend alternative products when needed
• Participate in vendor and product trainings

Expediting & Order Follow-Up

• Proactively follow up with vendors on order status and timelines
• Keep customers informed of updates or delays
• Assign tracking information and estimated ship dates
• Coordinate expedited shipping when required
• Ensure orders are completed and invoiced accurately

Operational Support

• Manage shared inboxes and ensure timely responses
• Review vendor acknowledgements for accuracy
• Use vendor portals for pricing and availability
• Assist customers with account and website navigation

What We're Looking For

Experience

• Preferably 3+ years in customer service, customer experience, or order management

Skills

• Strong written and verbal communication
• Ability to multitask and stay organized in a fast-paced environment
• Detail-oriented with strong problem-solving skills
• Team-oriented with a customer-first mindset

Technical Skills

• Experience with CRM systems (Salesforce is a plus)
• Comfortable using multiple tools (email, chat [Intercom and Microsoft teams], phone systems like Dialpad)
• Familiarity with Mac/Apple systems is a plus
• Typing speed of 30+ WPM — proper formatting and grammatical attention to detail regarding email (Microsoft Outlook) drafts and replies

What Success Looks Like

• Consistently delivering a high-quality customer experience
• Accurate and timely order processing and follow-up
• Growing product knowledge and confidence in customer support
• Strong collaboration across teams and with vendors
• Taking ownership of customer needs from start to finish
• Maintaining a solutions driven focus day in and day out
• Consistently positive attitude with an eagerness to learn and grow

Why Join Alps Controls?

• Be part of a growing, innovative company in the e-commerce, building automation space
• Work in a collaborative, supportive team environment
• Opportunity to grow your technical knowledge and career
• Make a direct impact on customer satisfaction and company success
• Incredible culture, fantastic office setting with a smaller, privately owned business
• Competitive salary, generous PTO and 401K, great health care and many other benefits including paid day off every other Friday

Apply for this Alps Controls position on ZipRecruiter