Customer Service Representative

A. O. Smith Corporation; Milwaukee (WI); On-site; CAD 55,000 - 75,000; Full time

Job summary

A. O. Smith Corporation, a global leader in water heating and treatment solutions, seeks a detail-oriented customer service specialist in Canada to assist customers with orders, stock checks, and information.

You will act as a liaison between customers and AO Smith for specialty questions and advice and process orders received by mail, phone, or in person. You will manage order backlogs, verify inventory, and coordinate with production and shipping to meet promised dates while providing accurate

Qualifications

• High school diploma or GED.
• 5+ years of related work experience.
• Excellent computer skills in MS Word, MS Excel, e-mail and Windows.
• Responds promptly to customer needs and requests for service.
• Listens and remains open to others’ ideas.
• Completes administrative tasks correctly and on time.

Responsibilities

• Manage parts sales order backlog.
• Enter customer orders into JDE and update information.
• Receive and handle customer requests and complaints by phone, fax, or computer.
• Inform customer of prices, shipping date, delays, and required information.
• Call customers to advise shipment delays or obtain details.
• Check inventory and schedule shipment of orders.
• Follow-up on orders to ensure delivery by dates.
• Check prices and discounts for customers.
• Coordinate with production, sales, shipping, warehouse for speed and accuracy.
• Prepare reports and statistics for management.
• Handle irate customers professionally.

Skills

Customer service

MS Excel

MS Word

Communication

Education

High school diploma or GED

Tools

JDE ERP

Job description

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 assist customers with purchased orders, stock checks and general information. Acts as a liaison between customers and AO Smith regarding specialty questions and advice. Process orders for materials or merchandise received by mail, telephone, or personally from customers or company employees by performing the following duties.

Responsibilities

• Manage parts sales order backlog.
• Utilize JDE information effectively and efficiently while entering all customer parts orders into JDE
• Receive and handle customer requests and complaints via phone, fax or computer.
• Inform customer of parts prices, shipping date, anticipated delays, and any additional information needed by customer.
• Call customers when necessary to advise shipment delay and/or to obtain additional information.
• Check inventory and schedule shipment of customer orders.
• Follow-up on orders to ensure delivery by specified dates.
• Check and confirm, price and discount of customers.
• Confers with production, sales, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments.
• Compiles statistics and prepares various reports for management including replacement parts field information, cross reference and parts bulletins.
• Handle irate customers in a professional manner.
• Obtain customer feedback information.
• Participates in continued update and improvement of parts identification tools.
• Perform other duties as assigned by supervisor.

Qualifications

• High school diploma or GED
• 5+ years of related work experience
• Excellent computer skills in MS Word, MS Excel, e-mail and Windows.
• Responds promptly to customer needs and requests for service and assistance.
• Listens and remains open to others’ ideas.
• Gets clarification on instructions.
• Completes administrative tasks correctly and on time.
• Prioritizes and plans work activities.
• Uses time efficiently.
• Accepts responsibility for own actions.
• Follows through on commitments.
• Demonstrates accuracy and thoroughness.

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. #Appcast

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.

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.