Customer Service Representative

Company / Location Information

A.O. Smith is a global leader applying innovative technologies and energy-efficient solutions to products manufactured and marketed worldwide. The company is one of the world’s leading manufacturers of residential and commercial water heating equipment and boilers, as well as a manufacturer of water treatment products for residential and light commercial applications. A. O. Smith is headquartered in Milwaukee, Wisconsin, with approximately 12,000 employees at operations in the United States, Canada, China, India, Mexico, the Netherlands, and the United Kingdom.

This position is eligible for a hybrid schedule after 90 days of employment and will be working at our Johnson City, TN location.

Primary Function

To assist customers with purchased orders, stock checks and general information. Acts as a liaison between customers and AO Smith regarding specialty questions and advice. Process orders for materials or merchandise received by mail, telephone, or personally from customers or company employees by performing the following duties.

Responsibilities

• Manage parts sales order backlog. 
• Utilize JDE information effectively and efficiently while entering all customer parts orders into JDE 
• Receive and handle customer requests and complaints via phone, fax or computer. 
• Inform customer of parts prices, shipping date, anticipated delays, and any additional information needed by customer.
• Call customers when necessary to advise shipment delay and/or to obtain additional information.
• Check inventory and schedule shipment of customer orders. 
• Follow-up on orders to ensure delivery by specified dates.
• Check and confirm, price and discount of customers.
• Confers with production, sales, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments.
• Compiles statistics and prepares various reports for management including replacement parts field information, cross reference and parts bulletins. 
• Handle irate customers in a professional manner. 
• Obtain customer feedback information. 
• Participates in continued update and improvement of parts identification tools. 
• Perform other duties as assigned by supervisor. 

Qualifications

Bachelors Degree in related field with 3+ years experience preferred. Will consider candidates with 5+ years experience/training.

Additional Qualifications:

• Excellent computer skills in MS Word, Excel, email and windows
• Responds promptly to customer needs and requests for service and assistance. 
• Listens and remains open to others’ ideas. 
• Gets clarification on instructions. 
• Prioritizes and plans work activities. 
• Follows through on commitments. 
• Demonstrates accuracy and thoroughness. 

Education

High School Diploma or GED Bachelor's Degree in Related Field

We Offer

Competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.
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ADA Statement & EEO Statement

In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

We consider all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status. We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.