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Customer Assurance Representative

Date: Nov 20, 2022

Location: Lebanon, TN, US, 37090

Company: A. O. Smith Corporation

Company / Location Information

Lochinvar - Lebanon, TN

Primary Function

The Customer Assurance Representative is responsible for processing, monitoring, and tracking orders for their assigned accounts. Teammates will work closely with sales, DC operations, and supply chain to maximize order fill rates while minimizing backorders on a monthly basis. In addition to managing orders, teammates will also have responsibilities for inbound and outbound customer calls, as well as fulfilling annual training objectives.


  • Primary point of contact within the Customer Assurance team for all activities with their assigned accounts.
  • Process, monitor, and track orders aligned with our annual sales goals.
  • Evaluate open orders reports weekly for potential order conflicts due to delivery delays or out of stocks.
  • Provide solutions for backordered materials.
  • Lead new item launch and transition order processing.
  • Collaborate and meet on regular basis with account sales teams and management personnel.
  • Provide backup and cross-training with other team members and accounts.
  • Manage inbound and outbound call volume aligned with the departments KPI's (Key Performance Indicators).
  • Attend all training classes across functional/technical skills, leadership development, and product knowledge.
  • Perform other duties as assigned by supervisor.


  • Bachelors or Associates Degree preferred
  • Excellent computer skills in MS Word, MS Excel, e-mail and Windows
  • SAP knowledge and experience is a plus
  • 2-3 years customer support experience in a call center or like environment
  • Excellent problem solving skills
  • Detail oriented and organized
  • Strong communication skills, both verbal and written


High School Diploma or GED

Years of Experience

Minimum of 3 years of related work experience or training

We Offer

Competitive base salary 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: Customer Service Representative, Call Center Representative, Supply Chain, Call Center, Customer Service, Operations