Customer Service Representative-Order Entry

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.

About the role

This position is eligible for a hybrid schedule after 90 days of employment and will be working at our Johnson City, TN location. The primary function is to assist customers with purchased orders, stock checks, and general information, acting as a liaison between customers and A.O. Smith regarding specialty questions and advice.

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 customers of parts prices, shipping dates, anticipated delays, and any additional information needed.
• Call customers when necessary to advise of shipment delays 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.
• Confer with production, sales, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments.
• Compile statistics and prepare 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.
• Participate in continued updates and improvement of parts identification tools.
• Perform other duties as assigned by supervisor.

Requirements

• Bachelor’s Degree in a related field with 3+ years of experience preferred. Will consider candidates with 5+ years of 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 a related field (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.