Customer Service Representative - Order Entry

Company Overview

A.O. Smith is a global leader applying innovative technologies and energy‑efficient solutions to products manufactured and marketed worldwide. The company is among 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 across the United States, Canada, China, India, Mexico, the Netherlands, and the United Kingdom.

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

• Receive and handle customer requests and complaints regarding orders via phone, fax, or computer.
• Inform customers of parts prices, shipping dates, anticipated delays, and any additional information needed.
• Follow up with customers when necessary to advise regarding shipment delays and/or to obtain additional information.
• Check inventory and schedule shipment of customer orders.
• Confere with production, sales, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments.
• Deescalate upset customers and resolve issues in a professional manner.
• Monitor tools to identify past‑due orders and expedite planning processes.
• Monitor and resolve any orders that are incomplete, blocked, or on‑hold.
• Perform other duties as assigned by supervisor.
• Perform quality review audits of orders already processed.
• Prioritize incoming orders and requests by state of urgency.
• Assist with specialty heater customization process.
• Develop cohesive rep relations to ensure customer satisfaction.
• Identify correct specs for units to ensure customer receives product that meets state/city/customer requirements.

• High School Diploma or GED;
  Associate degree preferred.
• 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 a sense of urgency.
• Strong problem‑solving and troubleshooting skills.
• Typing speed of 45 WPM minimum.
• Experience in SAP preferred.

Competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company‑sponsored life insurance, retirement security savings plan, short‑ and long‑term disability programs, and tuition assistance.

In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case‑by‑case basis.

We consider all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status. We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

Pam Carter

615‑427‑8182