Order Resolution Specialist Jobs (NOW HIRING)

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.

Serve as the main point of contact for resolution of customer debits, deductions, proof of performance rebates,product returns/issues and all credit and debit management. Demonstrated ability to professionally interact using Zoom, MS Teams, phone, email with customers, sales representatives, regional sales managers, and internal departments to provide or obtain resolution of orders and billing issues for internal and external customers as well as implementing special requests. Ability to manage a high volume of transactions across a portfolio of customers.

• Coordinate with order management, pricing, accounts receivable, and collection teams to resolve customer deductions and disputes. This includes decision making responsibilities for credits, debits and denial of claims if warranted. Additionally, it includes working with the customer’s shipping/receiving team and their accounts payable representatives to seek resolution
• Perform billing corrections to maintain accurate customer accounting
• Manage customer proof of performance rebates from receipt to creation of credit memo
• Develop relationships and communicate detailed results to the customer and/or manufacturing representatives
• Process credit memo and debit memo requests for pricing adjustments, freight, sales tax issues, product shortages, damages, intercompany billings, and monthly contractual agreements
• Authorize and process return material authorizations and return deliveries from all sources both internal and external
• Ability to adapt to shifting priorities to meet department metrics and targets
• Understand the use of robotics in the department and apply the understanding to how transactions are submitted for processing
• Perform additional tasks assigned

• High School Diploma or GED/Equivalent required, Associates Degree preferred.
• 3+ years of related work experience
• Experience with Microsoft Excel
• Strong analytical and problem-solving skills
• Managing and completing their assigned tasks with minimal oversight in a team environment
• Ability to train and coordinate work of non-reporting co-workers
• Attention to detail and desire to provide quality service to both internal and external customers
• Dependable and able to meet time sensitive goals
• Employing sound decision-making skills and following guidelines that are provided
• The ability to thrive in a fast-paced, ever-changing, and high-pressure environment
• Solution-oriented and positive mindset that openly embraces change and stretch goals
• Identify steps to improve area operations, efficiency, and service to both internal and external customers
• Professional face-to-face, telephone, and email communication skills

Competitive compensation package and comprehensive benefits plans which include medical and dentalinsurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disabilityprograms and tuition assistance.

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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.