Water Heater Technical Support Agent - Tier 1

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　　Date: Jan 17, 2024

　　Location: Ashland City, TN, US, 37015

　　Company: A. O. Smith Corporation

　　AOS/Ashland City, TN

　　We are one of the world’s leading manufacturers of water heating and water treatment technologies in the world. We are a $3.5 billion company with 140+ years history and we employ more than 12,000 individuals globally who pride themselves on providing the world with innovative water technology. We are committed to Continuous Improvement, not just in our factories or processes, but in our people.

　　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.

　　#LI-Hybrid

　　Qualifications

　　High school dimploma or GED

　　1+ 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.

　　Education

　　High School Diploma or GED

　　Years of Experience

　　Minimum of 1 year related work experience

　　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.

　　Nearest Major Market: Nashville