Customer Assurance Representative II

Company / Location Information

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.

Primary Function

As part of the customer assurance staff, participates in all supportive business functions necessary to maintain timely customer assurance. Build and foster customer relations for all customers (internal/external) by utilizing excellent, in-depth knowledge of company products, policies and programs. 

Responsibilities

• Process customer orders into SAP.
• Utilize SAP information effectively and efficiently.
• Coordinate product conversions with engineering/BOM/manufacturing and transportation.
• Evaluate and recommend products to meet customer needs and sizing of products.
• Follow-through on expedited requests received through customer assurance/sales representatives.
• Follow-up with customers to resolve problems, answer questions, correspondence and reports.
• Handle customers in a professional manner.
• Serve as trainer for Customer Assurance Trainee and Customer Assurance Rep I positions.
• Inform customer of unit prices, shipping date, anticipated delays, and any additional information as requested by customer.
• Maintain positive relationships and communication with other departments within Lochinvar.
• Make informed business decisions as deemed necessary (converting or upsizing at reduced price, search out units for national accounts buyback and make all arrangements, ship parts at reduced/no cost, etc.) depending on the situation at hand.
• Offer substitute models for customers when unit requested is not available
• Serve as key liaison for customer quotes and drawings.
• Serves as liaison between customer and various intercompany departments to obtain resolution on issues.
• Suggest additional products/parts/enhancements etc that will add value for the customer
• Follow-up on orders to ensure delivery by specified dates.
• Manage sales order backlog.
• Process direct ship orders for AOS/Precision supplied units

Job Specific Responsibilities

• Serve as department expert on codes. 
• Prepare and present proposals, quotes & recommendations based on customer need. 
• Analyze key customer business opportunities and threats.  Provide information to sales force as needed. 
• Build solid relationships with key customers.  Act as liaison and dependable point of contact for key accounts. 
• Confer with direct supervisor, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments. .  
• Coordinate export of products as needed. 
• Participate in the resolution of credits and returns from managed accounts. 
• Partner with sales rep to meet and exceed customer’s assurance expectations. 
• Research in an effort to troubleshoot customer issue. 
• Submit quotes as needed for sales team. 
• Thoroughly understand and utilize programs available to maximize customer assurance (, national board.org, Lochinvar Connect, Net Weaver, ePortal) 
• Attend training or products schools and customer functions to enhance product and technical knowledge. 

Qualifications

• High School Dipoma or equivalent, Associates Degree Preferred.
• 3+ years related customer assurance experience and/or training; or equivalent combination of education and experience.
• Excellent computer skills in MS Word, Excel, PowerPoint, e-mail, and Windows
• Strong customer service
• Strong attention to detail, accuracy, and thoroughness
• Ability to effectively prioritize and plan out work activities
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write business correspondence.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general…