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Customer Service Representative

Date: Mar 28, 2023

Location: Appleton, WI, US, 54914

Company: A. O. Smith Corporation

Appleton, WI

Why A. O. Smith? 

Water technology is one of the fastest-growing industries in the world, and, 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 144-year history and employ more than 16,000 men and women. With manufacturing operations in the United States, Canada, Mexico, China, India, and Europe, A. O. Smith has the global reach to serve customers worldwide. We have sales and distribution in more than 60 countries around the world. A. O. Smith is committed to continuous improvement, not just in its factories and its processes, but in its people.  We value people who are able to analyze problems and take rapid, decisive action. 


What is great about this opportunity?

  • You will be joining a stable, but growing organization committed to strong financial performance, strategic acquisitions, global expansion and the highest ethical standards of conduct.
  • You will be representing a company that makes products that improve quality of life and are considered top of the line.
  • You will be joining a cohesive team that supports each other in accomplishing shared goals.


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

Assist customers with purchased orders, stock checks and general information.  Act as a liaison between customers and the company regarding specialty questions and assistance. Process orders for materials or merchandise received by mail, telephone, or personally from customers or company employees.


  1. Utilize SAP information effectively and efficiently while entering all customer parts orders into SAP
  2. Receive and handle customer requests and complaints via phone, fax or computer.
  3. Inform customer of parts prices, shipping date, anticipated delays, and any additional information needed by customer.
  4. Call customers when necessary to advise shipment delay and/or to obtain additional information.
  5. Check inventory and schedule shipment of customer orders.
  6. Follow-up on orders to ensure delivery by specified dates.
  7. Check and confirm, price and discount of customers.
  8. Confers with production, sales, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments.
  9. Compiles statistics and prepares various reports for management including replacement parts field information, cross reference and parts bulletins.
  10. Handle irate customers in a professional manner.
  11. Obtain customer feedback information.
  12. Participates in continued update and improvement of parts identification tools.
  13. Perform other duties as assigned by supervisor.


  • Excellent computer skills in MS Word, MS Excel, e-mail and Windows.
  • Responds promptly to customer needs and requests for service and assistance.
  • Listens and remains open to others’ ideas.
  • Gets clarification on instructions.
  • Completes administrative tasks correctly and on time.
  • Prioritizes and plans work activities.
  • Uses time efficiently.
  • Accepts responsibility for own actions.
  • Follows through on commitments.
  • Demonstrates accuracy and thoroughness.


High School Diploma or GED

Years of Experience

Minimum of 3 years of related work experience or training

We Offer

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.

Nearest Major Market: Appleton
Nearest Secondary Market: Oshkosh

Job Segment: Customer Service Representative, ERP, SAP, Retail Sales, Customer Service, Technology, Retail