ColdSnap · 3 hours ago
Customer Service Associate-Operations
Billerica, MA
Full-time
Onsite
Entry, Mid Level
$40K/yr - $60K/yr
2+ years expColdSnap is a rapidly growing startup focused on transforming the cold supply chain for frozen confections. The Customer Operations Associate is responsible for accurate order processing and handling customer inquiries, ensuring smooth operational execution and customer satisfaction.
Food and Beverage
Responsibilities
Enter machine and pod orders into ColdSnap’s order management systems based on inputs from Sales
Validate order details including pricing, quantities, shipping information, and billing accuracy
Coordinate with Sales, Finance, and Operations to resolve discrepancies prior to fulfillment
Track order status and proactively flag delays, issues, or missing information
Support clean handoffs from sales close to operational execution
Act as a primary point of contact for inbound customer inquiries via phone and email
Field and triage questions related to: Machine issues and basic troubleshooting, Pod issues or quality concerns, Shipping status, delivery timing, and order tracking, Account-related questions including e-commerce login access and billing inquiries
Resolve issues directly when possible and escalate appropriately when required, with complete context
Communicate clearly with customers regarding next steps, timelines, and resolution status
Follow issues through to closure and confirm resolution
Document all orders, customer interactions, and issue resolution accurately in internal systems
Coordinate with Program Management, Technical Operations, Supply Chain, and Finance as needed
Identify recurring issues and surface patterns that impact order accuracy, fulfillment, or customer experience
Support continuous improvement of order management and customer-facing processes
Qualification
Required
2–4 years of experience in customer operations, sales support, customer service, or order management roles
Strong attention to detail and comfort working in systems-heavy environments
Clear, professional written and verbal communication skills
Ability to manage multiple requests while maintaining accuracy and responsiveness
Comfortable operating in a fast-growing, cross-functional environment
Preferred
Experience supporting B2B customers, hardware products, or logistics workflows is a plus
Company
ColdSnap
ColdSnap is a revolutionary system that is transforming the way frozen treats are produced and enjoyed.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$82.72M2024-09-17Series Unknown· $10.67M
2023-02-15Series Unknown· $28.2M
2022-01-14Series B· $26.95M
Recent News
Google Patent
2025-05-04
Google Patent
2025-04-02
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