Customer Assurance Representative I

Date: Sep 19, 2023

Location: Lebanon, TN, US, 37090 Lebanon, TN, US, 37090 Lebanon, TN, US, 37090

Company: A. O. Smith Corporation

Company / Location Information

We are one of the leading manufacturers of water heating and water treatment technologies in the world. We are a $3.5 billion company with 140+ years history and we employ more than 12,000 individuals globally who pride themselves on providing the world with innovative water technology. We are committed to Continuous Improvement, not just in our factories or processes, but in our people.

Location:  Lebanon, TN

Primary Function

As part of the customer assurance staff, participates in all supportive business functions necessary to maintain timely customer assurance. Assists customer with purchased orders, stock checks and general information. Processes orders for materials or merchandise received from customers (internal/external) by performing the following duties.


  • Edit orders received for price and nomenclature.
  • Process customer orders into SAP.
  • Utilize SAP information effectively and efficiently.
  • Initiate orders for replacement parts and/or for correcting errors.
  • Check and confirm, price and discount of customers.
  • Check inventory and schedule shipment of customer orders.
  • Monitor past due orders and communicate to customer as needed to insure prompt delivery.
  • Follow-up on orders utilizing open order report to ensure delivery by specified dates.
  • Process direct ship orders for AOS/Precision supplied units.
  • Contact customers when necessary to advise shipment delay and/or to obtain additional information.
  • Utilize programs available to maximize customer assurance (,, LochinvarConnect, NetWeaver, ePortal).
  • Clearly communicate with customers both verbally and through written correspondence.
  • Confer with direct supervisor, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments.
  • Follow-up with Sales Representatives when there are multiplier discrepancies in an effort to correct possible error in SAP.
  • Maintain solid customer relationships by handling their questions and concerns with speed, accuracy and professionalism.
  • Participate in the resolution of credits and returned sales orders (RSO) from managed accounts.
  • Receive and handle customer requests and complaints.
  • Understand and accurately apply approved quotes electronically to corresponding order in SAP.

Role Specific Responsibilities


  • Associate's degree in related field preferred; high school diploma/GED required
  • 1+ years related customer assurance experience and/or training; or equivalent combination of education and experience. 
  • Excellent computer skills in MS Word, Excel, PowerPoint, e-mail, and Windows
  • Strong customer service
  • Strong attention to detail, accuracy, and thoroughness
  • Ability to effectively prioritize and plan out work activities
  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
  • Ability to write business correspondence.
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
  • Ability to work with mathematical concepts such as probability and statistical inference.
  • Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.


Associate Degree in Related Field
High School Diploma or GED

Years of Experience

Minimum of 1 year related work experience

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: Nashville

Job Segment: Wastewater, Water Treatment, Customer Service Representative, HVAC, SAP, Engineering, Customer Service, Operations, Technology