Customer Service Representative

A. O. Smith Corporation•Ashland City, TN

5d•Hybrid

About The Position

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.

Requirements

High School Diploma or GED
3+ years related work experience or training
Demonstrated proficient computer skills including all MS Office products and utilizing different internet browsers
Excellent communication skills
Ability to multi-task and work under time/date driven deadlines
Ability to work in a fast paced and changing environment with sense of urgency
Problem solving/troubleshooting skills
Typing speed of 45 WPM minimum

Nice To Haves

Associate degree preferred
Experience in SAP, preferred

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.
Deescalates 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.
Prioritize 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.