Customer Service Representative

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 water treatment products for residential and light commercial applications. Headquartered in Milwaukee, Wisconsin, A. O. Smith employs approximately 12,000 people across operations in the United States, Canada, China, India, Mexico, the Netherlands, and the United Kingdom.

About the role

Provide or obtain sales order information, resolve order problems, and implement special requests by reviewing/entering orders via email, fax, and EDI. Work with internal customers to plan and expedite delivery of ordered items as efficiently as possible.

Responsibilities

• Receives and handles customer requests and complaints regarding orders via phone, fax, or computer.
• Informs customers of parts prices, shipping dates, anticipated delays, and any additional information needed by customer.
• Follows up with customers when necessary to advise regarding shipment delays and/or to obtain additional information.
• Checks inventory and schedules shipment of customer orders.
• Confers with production, sales, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments.
• De-escalates upset customers and resolves issues in a professional manner.
• Monitors tools to identify past due orders and expedites planning process.
• Monitors and resolves any orders that are incomplete, blocked, or on-hold.
• Performs other duties as assigned by supervisor.
• Performs quality review audits of orders already processed.
• Prioritizes incoming orders and requests by state of urgency.
• Assists with specialty heater customization process.
• Develops cohesive rep relations to ensure customer satisfaction.
• Identifies correct specs for units to ensure customer gets product that meets state/city/customer requirements.

Requirements

• High School Diploma or GED; Associate degree preferred.
• 3+ years related work experience or training.

Qualifications

• Demonstrated proficient computer skills including all MS Office products and utilizing different internet browsers.
• Excellent communication skills.
• Able to multi-task and work under time/date driven deadlines.
• Able to work in a fast-paced and changing environment with a sense of urgency.
• Problem solving/troubleshooting skills.
• Typing speed of 45 WPM minimum.
• Experience in SAP preferred.

Benefits

• Competitive compensation package.
• Comprehensive benefits plans including medical and dental insurance.
• Company-sponsored life insurance.
• Retirement security savings plan.
• Short- and long-term disability programs.
• Tuition assistance.