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Customer Service Representative

Date: Apr 16, 2021

Location: Appleton, WI, US, 54913

Company: A. O. Smith Corporation

Company / Location Information

Water technology is one of the fastest-growing industries in the world. As a leading global water technology company, A. O. Smith Corporation is at the center of the trend. We are a $3 billion company with over 145 years of history and more than 15,000 employees. Our emphasis is on hot water and clean water; we are one of the world’s largest manufacturers of residential and commercial water heating equipment as well as a supplier of water purification products in a number of emerging countries.  A. O. Smith is committed to continuous improvement and maintaining a culture that values and respects our employees. 


Water-Right, Inc., based in Appleton, Wisconsin, is A. O. Smith's water quality solutions provider with a complete line of residential and commercial products and systems for a wide variety of applications, including solutions for problem well water. Water-Right products are sold under the Evolve®, WaterCare®, Sanitizer Series®, Impression Series® and CustomCare® product brands. In addition to its advanced and innovative product solutions, Water-Right also has a retail facility, Water-Right Services, and a state-certified lab, Clean Water Testing LLC™, specializing in water analytical services. 

Primary Function

The Customer Service Representative (CSR) assists customers with purchased orders, stock checks and general information.  The Customer Service Representative (CSR) also acts as a liaison between customers and AO Smith regarding specialty questions and advice.   This individual processes orders for materials or merchandise received by mail, telephone, or personally from customers or company employees by performing the following duties.


  • 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.


  • Bachelor's Degree preferred but not required
  • 3+ years of related work experience or training preferred but not required
  • Excellent computer skills in Microsoft Windows, Outlook, Excel, and Word
  • Responds promptly to customer needs and requests for service and assistance
  • Prioritizes and plans work activities; completes tasks correctly with accuracy and thoroughness while also completing them efficiently and on time
  • Listens and remains open to others’ ideas
  • Gets clarification on instructions
  • Accepts responsibility for own actions
  • Follows through on commitments

We Offer

Competetive compensation 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.

Nearest Major Market: Appleton
Nearest Secondary Market: Oshkosh

Job Segment: Customer Service Representative, Retail Sales, Wastewater, Water Treatment, Customer Service, Retail, Engineering