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 1,700 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.
S UMMARY
Responsible for assisting both internal and external customers with daily Customer Service of service parts. This includes the ability to help determine the correct part that customers require utilizing parts manuals, equipment schematics, etc. Ability to communicate effectively in varied situations and take ownership. Position requires strong problem-solving skills and ability to be consistently accurate.
ESSENTIAL DUTIES AND RESPONSIBILITIES
75% - Efficiently and effectively manage large number of incoming calls and customer requests while delivering exceptional customer experience
Develop strong relationships with customers by understanding their needs and recommending solutions
Provide accurate, valid and complete information for the customer by using the right methods/tools
Utilize resources (parts breakdowns, schematics, contacts) to identify the correct parts needed by a customer
10% - Provide support for resolving identified issues with customer orders as related to parts being superseded, replaced or no longer available
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
5% - Complete all compliance and training programs as assigned
5% - Provide timely invoicing, accurate customer sensitive analysis to Corporate / Field Organization regarding Service Product processing and problem resolution (pricing, adjustments, cancellations, reinstatements, invoicing/re-invoicing, quotes, inventory maintenance, etc.)
5% - Other duties assigned by Management
Education and Work Experience
High school diploma or GED
3 years customer service experience or technical experience
Job -Specific Knowledge
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.
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
Service vehicle, uniforms, and safety equipment provided
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 service.hr@hobartservice.com to request assistance. No other requests will be acknowledged.
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.
ITW is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
