Customer Service Representative

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.

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.
• 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.

Benefits

• Medical and dental insurance.
• Company-sponsored life insurance.
• Retirement security savings plan.
• Short- and long-term disability programs.
• Tuition assistance.