Customer Service Representative

A.O. Smith; Ashland City (TN); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Life insurance

Retirement plan

Disability programs

Tuition assistance

Job summary

A.O. Smith is seeking an experienced Order Entry Specialist to provide or obtain sales order information, resolve order problems, and expedite delivery for customers in Ashland City, Tennessee.

Key tasks include handling requests via phone/fax/computer, informing customers of prices, shipping dates, delays, inventory checks, and coordinating with production, shipping, and carriers to ensure timely, accurate shipments. Strong communication and multi-tasking are essential.

Qualifications

• High School diploma or GED required; Associate degree preferred.
• 3+ years related work experience or training in order processing or customer service.
• Excellent communication skills and ability to multi-task under deadlines.
• Typing speed 45 WPM minimum; proficiency with MS Office and browsers.
• Experience in SAP is 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.

Skills

Customer service

Order processing

Communication skills

Typing 45 WPM

MS Office

Education

High School Diploma or GED

Associate degree preferred

Tools

SAP

Job description

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

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.

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.

Qualifications

• High School Diploma or GED; Associate degree preferred
• 3+ years related work experience or training

Additional Qualifications:

• Demonstrated proficient computer skills including all MS Office products and utilizing different internet browsers
• Must have excellent communication skills
• Must be able to multi-task and work under time/date driven deadlines
• Must be able to work in a fast paced and changing environment with sense of urgency
• Must have problem solving/troubleshooting skills
• Typing speed of 45 WPM minimum
• Experience in SAP, preferred

We Offer

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.

ADA Statement & EEO Statement

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.