Share this Job

Customer Assurance Representative

Date: Jan 18, 2023

Location: Lebanon, TN, US, 37090

Company: A. O. Smith Corporation

Company / Location Information

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 $3.5 billion company with 148 years of history and employ more than 12,000 men and women globally.  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.


Recognized by The Tennessean as one of the top Nashville area Workplaces, Lochinvar (a business unit of A. O. Smith) is the leading producer of energy-efficient boilers, water heaters, pool heaters and commercial package systems.  We focus solely on serving our customers and have a solution for all your water heating needs, and because of this, have seen double digit company growth 35 of the past 37 years. 

Primary Function

The Customer Service Team Lead is responsible for overseeing the Order Fulfillment team with a primary focus on maintaining daily operations by training and coaching, reviewing the quality of order entry and the Customer Service database, and generating interdepartmental communication.


  • Serves as a subject matter expert (SME) answering questions and providing reliable and ongoing support of the Order Fulfillment team on processes, systems, and troubleshooting
  • Make assessments of overall workload and productivity of the department and takes appropriate actions to keep workflow balanced and efficient
  • Responds promptly to customer needs and requests for service and assistance to ensure that inquiries are resolved within an agreed upon service level response time
  • Contributes towards continuous improvement of the Order Fulfillment process by working with supervisor on departmental needs
  • Fosters a positive work environment that engages its team members to achieve department goals
  • Is held accountable for aiding team in achieving important customer service-related metrics—average number of orders processed, order quality and error rate, call working rate, and others.
  • Completed special projects and reports as assigned by supervisor/manager
  • Other duties as assigned.


  • High school diploma or equivalent
  • 3+ years of customer service experience or experience in an equivalent department required, in order to be able to provide troubleshooting assistance
  • Excellent communication skills, verbal and written
  • Proficient computer skills in MS Office applications: Outlook, Excel, Word, Teams, etc.
  • Available to work flexible hours and overtime when needed
  • Self-motivated, capable of working with minimal supervision
  • Excellent attendance and punctuality


Additional Preferred Qualifications:

  • SAP knowledge/experience
  • Prior leadership experience
  • Associate’s degree

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: Fulfillment, Customer Service Representative, HVAC, ERP, SAP, Operations, Customer Service, Technology