Water Heater Technical Support Agent - Tier 2
A. O. Smith
- Johnson City, TN
- Permanent
- Full-time
- 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.
- Perform other duties as assigned by supervisor.
- Excellent computer skills in MS Word, Excel, email and windows
- Responds promptly to customer needs and requests for service and assistance.
- Listens and remains open to others’ ideas.
- Gets clarification on instructions.
- Prioritizes and plans work activities.
- Follows through on commitments.
- Demonstrates accuracy and thoroughness.