Customer Service Specialist

Job Description:

COMPANY DESCRIPTION

Hobart Service and Parts, both part of Illinois Tool Works (ITW), have been supporting the food equipment industry for over 125 years. Together, we provide industry-leading service solutions and parts distribution for commercial food equipment across the country.

With more than 1,800 associates nationwide, we serve as trusted partners to our customers—helping keep their operations running efficiently. Our employees are committed to delivering exceptional customer service, giving back to the communities where they live and work, and living out ITW’s core values of Integrity, Simplicity, Trust, Respect, and Shared Risk.

SUMMARY

The selected candidate will serve as a single point of contact with servicing offices and key customers through managing service programs. This position performs a variety of duties associated with project management to provide prompt and efficient service to our customers. There will be frequent contact with customers and other outside personnel, requiring more than ordinary courtesy and tact to establish and maintain good customer relations. Must be able to perform a variety of administrative duties to provide prompt and efficient service to our customers. You will have occasional work with confidential data where the effect of any disclosure may have an impact on the business.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serve as the single source contact with targeted chains, key accounts, and third-party vendors ensuring timely and accurate execution of service programs.
  • Efficiently communicate customer requirements to internal customers to ensure proper execution at the time of service.
  • Provide outstanding customer service through professional phone skills, emails, and team involvement.
  • Ensure that all contractual commitments are being met throughout all stages of process.
  • Act as a liaison between internal customers and the customer/dealer to provide ongoing, consistent, timely communication.
• Work with internal customers to minimize and/or resolve service issues.
• Assist in forecasting, analytics, business review, and planning services based on shifting customer trends.
• Work with cross functional teams to improve processes and productivity.

QUALIFICATIONS

• Proficient with Microsoft Office Products to include Outlook, Word, Power Point and Excel.
• Requires strong interpersonal skills working with internal and external customers.
• Demonstrated initiative with ability to work both independently and with a team.
• Ability to maintain a positive attitude and adapt to a changing environment.
• Excellent organizational and time management skills, with ability to manage multiple priorities and meet deadlines.
• Ability to understand and address situations using available information to develop and execute solutions.
• The successful candidate must have a strong “customer service” mindset and the ability to use collaborative and non-adversarial approaches in achieving diverse goals.
• Strong attention to detail, with focus on data quality customer service.

Education and Work Experience

• Associates degree and 2 years customer service experience or a minimum of 6 years of administrative or customer service experience is required.

Desired Education/Experience

Experience with below is preferred, but not required.

• Bachelors degree and/or professional certification plus a minimum of 1 year of experience or vocational training plus at least 5 years work experience.
• Understanding and experience with USa, 80/20, PLS, MRD, and In-Lining
• Experience creating process and procedure documentation
• Project Management experience

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.

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 sit.

Working Conditions

• Office setting.
• The noise level in the work environment is usually mild.

Hours of Work

• Normal business hours with occasional extended hours as needed.
• Flexibility with schedule to meet critical deadlines

WHY WORK FOR US?

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

Hobart Service is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

ITW and Hobart Service are committed to providing a healthy and safe environment for all employees. To demonstrate this commitment, Hobart Service is tobacco-free (including e-cigarettes) on campuses and within company vehicles and maintains a drug-free workplace.

If you are a qualified individual with a disability and are unable or limited in your ability to use or access the online application system process due to your disability, please contact Human Resources at [email protected] to request assistance. No other requests will be acknowledged.

Compensation Information:

N/A

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.