Customer Service Representative

A. O. Smith Corporation • Ontario, CA

2d • Onsite

About The Position

Serve as a key point of contact with customers by answering incoming calls, processing sales orders, and managing all aspects of order fulfillment. Responsibilities include providing product information, preparing quotes, resolving customer inquiries or complaints, and proactively following up on orders to ensure accurate and timely delivery. This role requires effective communication with internal teams such as production, accounting, and shipping to resolve delays or issues. Utilize computer systems to handle high call volumes, manage backlog, monitor inventory, and generate reports. Maintain a high level of customer service, professionalism, and ethical standards in all interactions, including handling escalated issues and gathering customer feedback to improve service and satisfaction.

Requirements

• High School Degree required.
• Minimum of 1 year related work experience
• Exceptional verbal and written skills
• Ability to lift 50lbs occasionally throughout the day
• Successful completion of pre-employment screenings
• Proficiency with computers and programs, specifically Microsoft Office software
• Proficient customer service experience.
• Ability to work independently and as a team to meet deadlines and goals.

Nice To Haves

• Bilingual in Spanish a plus

Responsibilities

• Answer incoming customer calls in a professional and courteous manner
• Assist customers with will- call orders, quotes, specifications, and general product information
• Perform sales order entry and related administrative tasks
• Monitor and follow all customer orders through to completion
• Follow up on open orders to ensure on-time delivery
• Make outbound calls to customers to place new orders or add value to existing purchases
• Use computer systems to manage high call volumes efficiently
• Work collaboratively in a fast-paced, team-oriented environment
• Provide exceptional customer service with a focus on satisfaction and retention
• Ensure ethical standards are upheld in all business dealings
• Inform customers of parts pricing, shipping schedules, and any anticipated delays
• Communicate with production, sales, shipping, warehouse, and carriers to expedite or trace shipments
• Check inventory and coordinate the shipment of customer orders
• Gather and document customer feedback to improve service levels
• Monitor and resolve issues with incomplete, blocked, or on-hold orders
• Perform additional tasks assigned by Manager

Benefits

• medical and dental insurance
• company-sponsored life insurance
• retirement security savings plan
• short- and long-term disability programs
• tuition assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees