Customer Service Representative

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.

Location: Ontario, California

Serve 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.

• Answer incoming customer calls in a professional and courteous manner
• Assist customers with will- call orders, quotes, specifications, and general product information
• Perform sales order entry and related administrative tasks
• Monitor and follow all customer orders through to completion
• Follow up on open orders to ensure on-time delivery
• Make outbound calls to customers to place new orders or add value to existing purchases
• Use computer systems to manage high call volumes efficiently
• Work collaboratively in a fast-paced, team-oriented environment
• Provide exceptional customer service with a focus on satisfaction and retention
• Ensure ethical standards are upheld in all business dealings
• Inform customers of parts pricing, shipping schedules, and any anticipated delays
• Communicate with production, sales, shipping, warehouse, and carriers to expedite or trace shipments
• Check inventory and coordinate the shipment of customer orders
• Gather and document customer feedback to improve service levels
• Monitor and resolve issues with incomplete, blocked, or on-hold orders
• Perform additional tasks assigned by Manager

• High School Degree required.
• Minimum of 1 year related work experience
• Exceptional verbal and written skills
• Bilingual in Spanish a plus
• Ability to lift 50lbs occasionally throughout the day
• Successful completion of pre-employment screenings
• Proficiency with computers and programs, specifically Microsoft Office software
• Proficient customer service experience.
• Ability to work independently and as a team to meet deadlines and goals.

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.

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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.