Water Heater Technical Support Agent - Tier 2

Company / Location Information

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.

Role Specific Responsibilities

Qualifications

Bachelors Degree in related field with 3+ years experience preferred. Will consider candidates with 5+ years experience/training.

Additional Qualifications:

• Excellent computer skills in MS Word, Excel, email and windows

• Responds promptly to customer needs and requests for service and assistance.

• Listens and remains open to others' ideas.

• Gets clarification on instructions.

• Prioritizes and plans work activities.

• Follows through on commitments.

• Demonstrates accuracy and thoroughness.

Education

High School Diploma or GED

Bachelor's Degree in Related Field