Manufacturing Customer Service Representative

A. O. Smith is seeking a Customer Service Representative to support customers of our residential and commercial water heaters, boilers, and water treatment products. In this role, you will be the first point of contact for inquiries, orders, and issue resolution, delivering accurate and timely support in a performance-driven, safety-focused environment. You will manage calls and emails, enter and track orders in CRM/ERP systems, coordinate with sales, logistics, and technical teams, and help resolve product and warranty questions. This position offers opportunities to build technical knowledge, contribute to continuous improvement, and grow within a stable, global manufacturing leader.

Responsibilities

• Respond to customer inquiries via phone, email, and online portals.
• Process orders, returns, and warranty claims accurately in CRM/ERP systems.
• Provide product, order status, and delivery information to customers and internal teams.
• Troubleshoot basic product and order issues, escalating technical problems as needed.
• Maintain detailed and accurate customer records and documentation.
• Collaborate with sales, logistics, and technical support to resolve complex issues.
• Meet or exceed service level, quality, and responsiveness metrics.
• Support continuous improvement in customer service processes and tools.

Required Skills

• Customer service
• Call handling
• Order entry
• CRM software
• ERP systems
• Basic technical troubleshooting
• Email communication
• Data entry accuracy
• Complaint resolution
• Time management