Customer Care Support Specialist II

Job Description

Job Description

Company Description

Hobart Service, an Illinois Tool Works Company, has been in business for over 125 years and is the trusted source for Commercial Food Equipment Service Solutions.

We have over 1,800 associates nationwide who serve as valued partners to our customers. Our employees are dedicated to providing the best customer service, give back to the communities where they live and work, and demonstrate the ITW values of Integrity, Simplicity, Trust, Respect and Shared Risk.

Job Description

SUMMARY

This position is responsible for providing exceptional customer service for Hobart Customers field office and senior management staff.

This includes the ability to work with many customers on an ongoing basis and resolve a variety of customer service inquiries in a timely manner.

Position requires strong problem-solving skills and ability to be consistently accurate.

ESSENTIAL DUTIES AND RESPONSIBILITIES

These are the most significant job duties performed. The size, scope and complexity of assigned duties and responsibilities are dependent on the level and experience of the incumbent.

To perform this job successfully, an individual must be able to perform each assigned essential duty satisfactorily. Other responsibilities or special projects not specifically listed below may also be assigned.

• 60% Assist with the management of all aspects of assigned targeted chains, key accounts, and third-party vendors ensuring timely and accurate execution of service programs which may also include efficiently and effectively manage large number of incoming communications and customer requests (quotes, order entry, tracking, returns) while delivering exceptional customer experience
• Develop strong relationships with customers by understanding their needs and recommending solutions creating customers for life
• Provide compliant, accurate, valid, and complete information for the customer by using the right methods / tools
• Act as a liaison between internal customers and the customer / dealer to provide ongoing, consistent, timely communication.
• Escalate customer issues as appropriate and are point of contact through resolution
• Drive, Coordinate and schedule various customer projects. ie : installation, PM’s, on new equipment start ups
• Follow communication procedures, guidelines, and policies
• Provide outstanding customer service through professional phone skills, emails, and team involvement
• 15% Meet personal / customer service team targets and call / email handling
• 15% Analyzing and reporting customer trends.
• 10% Work with cross functional teams to improve processes and productivity

Supervisory Responsibilities

This position has no direct or indirect supervisory responsibilities.

Qualifications

QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill, and / or ability required to perform this job successfully.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Work Experience

• High school diploma or GED
• 4-6 years customer service experience.
• Proficient with Microsoft Office Products to include Outlook, Word, and Excel
• Requires strong interpersonal skills working with internal and external customers.

Job Specific Knowledge

To perform this job successfully, the individual needs to demonstrate knowledge of these areas as they relate to the primary functions of the job.

• Customer Service - highly professional demeanor with excellent telephone skills and etiquette. Utilizes various interpersonal styles and communication methods to positively assist and influence customers.
• Knowledge of distribution and supply chain operations is preferred.

COMPETENCIES

To perform the job successfully, an individual should demonstrate the following competencies.

Technical and Analytical Skills

• Understanding of basic math (addition, subtraction, multiplication, division, calculations of percentages).
• Ability to comprehend specifications provided within orders and translate them to the desired parts per Purchase orders.
• Basic knowledge of / working knowledge of Windows applications and Microsoft Office programs such as Word and Excel.
• Critical Thinking

Time Management and Communication Skills

• Must be dependable, have good attendance, be punctual, and have a positive attitude
• Prioritizes regular workload, special tasks and concurrent projects, allocating time and resources to ensure that work is completed accurately and efficiently within established time frame.
• Demonstrated ability to communicate orally with individuals from within and outside of the organization.
• Proficient with Microsoft Office Products to include Outlook, Word and Excel
• Requires strong interpersonal skills working with internal and external customers
• Be able to handle multiple priorities in a fast-paced environment
• Possess a great attitude and professional demeanor
• Proven ability to multi-task and work independently

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this Job, the employee is :

• Regularly required to stand; use hands to handle and talk or hear.
• Frequently required to reach with hands and arms.
• Regularly working on computer.

Working Conditions

The noise level in the work environment is usually moderate.

Hours of Work

• Normal business hours with occasional overtime (non-exempt roles) as needed.
• Flexibility with schedule to meet critical deadlines includes a rotating shift until up to 8pm.

Additional Information

Why work for us?

• Competitive pay
• Great insurance options with low premiums
• Paid vacation and holidays
• 401K with company match
• Extensive on-the-job training
• Safety-conscious work environment

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.