About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="word-wrap:break-word"><H2 style="margin:0.0px">Company / Location Information</H2> </div><div><p><span style=""><span style="">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.</span></span></p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="word-wrap:break-word"><H2 style="margin:0.0px">Primary Function</H2> </div><div><p><span>As part of the customer assurance staff, participates in all supportive business functions necessary to maintain timely customer assurance. Build and foster customer relations for all customers (internal/external) by utilizing excellent, in-depth knowledge of company products, policies and programs. </span><span> </span></p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="word-wrap:break-word"><H2 style="margin:0.0px">Responsibilities</H2> </div><div><ul> <li><span style=""><span style="">Process customer orders into SAP. </span></span></li> <li><span style=""><span style="">Utilize SAP information effectively and efficiently. </span></span></li> <li><span style=""><span style="">Coordinate product conversions with engineering/BOM/manufacturing and transportation. </span></span></li> <li><span style=""><span style="">Evaluate and recommend products to meet customer needs and sizing of products. </span></span></li> <li><span style=""><span style="">Follow-through on expedited requests received through customer assurance/sales representatives. </span></span></li> <li><span style=""><span style="">Follow-up with customers to resolve problems, answer questions, correspondence and reports. </span></span></li> <li><span style=""><span style="">Handle customers in a professional manner. </span></span></li> <li><span style=""><span style="">Serve as trainer for Customer Assurance Trainee and Customer Assurance Rep I positions. </span></span></li> <li><span style=""><span style="">Inform customer of unit prices, shipping date, anticipated delays, and any additional information as requested by customer. </span></span></li> <li><span style=""><span style="">Maintain positive relationships and communication with other departments within Lochinvar. </span></span></li> <li><span style=""><span style="">Make informed business decisions as deemed necessary (converting or upsizing at reduced price, search out units for national accounts buyback and make all arrangements, ship parts at reduced/no cost, etc.) depending on the situation at hand. </span></span></li> <li><span style=""><span style="">Offer substitute models for customers when unit requested is not available</span></span></li> <li><span style=""><span style="">Serve as key liaison for customer quotes and drawings. </span></span></li> <li><span style=""><span style="">Serves as liaison between customer and various intercompany departments to obtain resolution on issues. </span></span></li> <li><span style=""><span style="">Suggest additional products/parts/enhancements etc that will add value for the customer</span></span></li> <li><span style=""><span style="">Follow-up on orders to ensure delivery by specified dates. </span></span></li> <li><span style=""><span style="">Manage sales order backlog. </span></span></li> <li style=""><span style=""><span style="">Process direct ship orders for AOS/Precision supplied units</span></span></li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="word-wrap:break-word"><H2 style="margin:0.0px">Job Specific Responsibilities</H2> </div><div><ul> <li>Serve as department expert on codes. </li> <li>Prepare and present proposals, quotes & recommendations based on customer need. </li> <li>Analyze key customer business opportunities and threats. Provide information to sales force as needed. </li> <li>Build solid relationships with key customers. Act as liaison and dependable point of contact for key accounts. </li> <li>Confer with direct supervisor, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments. . </li> <li>Coordinate export of products as needed. </li> <li>Participate in the resolution of credits and returns from managed accounts. </li> <li>Partner with sales rep to meet and exceed customer’s assurance expectations. </li> <li>Research in an effort to troubleshoot customer issue. </li> <li>Submit quotes as needed for sales team. </li> <li>Thoroughly understand and utilize programs available to maximize customer assurance (authorize.net, nationalboard.org, LochinvarConnect, NetWeaver, ePortal) </li> <li>Attend training or products schools and customer functions to enhance product and technical knowledge. </li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="word-wrap:break-word"><H2 style="margin:0.0px">Qualifications</H2> </div><div><ul> <li>High School Dipoma or equivalent, Associates Degree Preferred.</li> <li>3+ years related customer assurance experience and/or training; or equivalent combination of education and experience. </li> <li>Excellent computer skills in MS Word, Excel, PowerPoint, e-mail, and Windows</li> <li>Strong customer service</li> <li>Strong attention to detail, accuracy, and thoroughness</li> <li>Ability to effectively prioritize and plan out work activities</li> <li>Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. </li> <li>Ability to write business correspondence. </li> <li>Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.</li> <li>Ability to work with mathematical concepts such as probability and statistical inference. </li> <li>Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.</li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="word-wrap:break-word"><H2 style="margin:0.0px">Education</H2> </div><div><div>High School Diploma or GED</div><div>Associate Degree in Related Field</div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="word-wrap:break-word"><H2 style="margin:0.0px">We Offer</H2> </div><div><p>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.</p> <p>#LI-AO<br>#LI-Hybrid<br>#Appcast</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="word-wrap:break-word"><H2 style="margin:0.0px">ADA Statement & EEO Statement</H2> </div><div><p><span style=""><span style="">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.</span></span></p><p> </p><p> </p><p><span style=""><span style="">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.</span></span></p><p> </p></div></div></div>