Customer Service Representative

Company / Location Information

A.O. Smith is a global leader applying innovative technologies and energy-efficient solutions to products manufactured and marketed worldwide. The company is one of the world’s leading manufacturers of residential and commercial water heating equipment and boilers, as well as a manufacturer of water treatment products for residential and light commercial applications. A. O. Smith is headquartered in Milwaukee, Wisconsin, with approximately 12,000 employees at operations in the United States, Canada, China, India, Mexico, the Netherlands, and the United Kingdom.

Responsibilities

• Receive and verify water samples submitted by clients, couriers, and field personnel.
• Accurately enter sample information into the laboratory information management system (LIMS) and maintain sample tracking records.
• Review sample submission forms for completeness and ensure all required information is documented.
• Generate sample identification numbers through LIMS and maintain chain-of-custody documentation.
• Schedule well inspections, water testing appointments, and septic system inspections with clients and field inspectors.
• Coordinate daily schedules and routes for inspectors to maximize efficiency and customer service.
• Serve as the primary point of contact for clients regarding appointments, sample submissions, and testing requirements.
• Work closely with laboratory technicians to ensure samples are prioritized, processed, and reported in a timely manner.
• Collaborate with field inspectors to communicate client needs, inspection requirements, and scheduling updates.
• Monitor sample holding times and ensure compliance with laboratory quality assurance procedures.
• Resolve discrepancies in sample information, scheduling conflicts, and client inquiries.
• Maintain accurate records, files, and documentation in accordance with company and regulatory requirements.

Qualifications

• High school diploma or equivalent required; associate degree in science, environmental studies, business administration, or a related field is preferred.
• Strong computer and data entry skills with a high degree of accuracy.
• Experience with scheduling, customer service, or office coordination preferred.
• Ability to manage multiple priorities while maintaining attention to detail.
• Excellent verbal and written communication skills.
• Strong organizational and problem-solving abilities.
• Ability to work both independently and as part of a collaborative team.

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.

ADA Statement & EEO Statement

In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis. We consider all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status.

We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.