Customer Service Representative

Company / Location InformationA.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.Location: Ontario, CaliforniaPrimary FunctionServe as a key point of contact with customers by answering incoming calls, processing sales orders, and managing all aspects of order fulfillment. Responsibilities include providing product information, preparing quotes, resolving customer inquiries or complaints, and proactively following up on orders to ensure accurate and timely delivery. This role requires effective communication with internal teams such as production, accounting, and shipping to resolve delays or issues. Utilize computer systems to handle high call volumes, manage backlog, monitor inventory, and generate reports. Maintain a high level of customer service, professionalism, and ethical standards in all interactions, including handling escalated issues and gathering customer feedback to improve service and satisfaction.ResponsibilitiesAnswer incoming customer calls in a professional and courteous mannerAssist customers with will- call orders, quotes, specifications, and general product informationPerform sales order entry and related administrative tasksMonitor and follow all customer orders through to completionFollow up on open orders to ensure on-time deliveryMake outbound calls to customers to place new orders or add value to existing purchasesUse computer systems to manage high call volumes efficientlyWork collaboratively in a fast-paced, team-oriented environmentProvide exceptional customer service with a focus on satisfaction and retentionEnsure ethical standards are upheld in all business dealingsInform customers of parts pricing, shipping schedules, and any anticipated delaysCommunicate with production, sales, shipping, warehouse, and carriers to expedite or trace shipmentsCheck inventory and coordinate the shipment of customer ordersGather and document customer feedback to improve service levelsMonitor and resolve issues with incomplete, blocked, or on-hold ordersPerform additional tasks assigned by ManagerQualificationsHigh School Degree required.Minimum of 1 year related work experienceExceptional verbal and written skillsBilingual in Spanish a plusAbility to lift 50lbs occasionally throughout the daySuccessful completion of pre-employment screeningsProficiency with computers and programs, specifically Microsoft Office softwareProficient customer service experience.Ability to work independently and as a team to meet deadlines and goals.EducationHigh School Diploma or GEDWe OfferCompetitive 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.#LI-AO #LI-Onsite #AppcastADA Statement & EEO StatementIn 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.