Hobart Service, an Illinois Tool Works Company, has been in business for over 120 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.
SUMMARY
The Customer Care Supervisor will be responsible for the daily supervision and coaching of 10-15 non-exempt personnel, some located remotely, ensuring a positive customer service experience for Hobart Parts Customers. The Customer Care Supervisor will build a strong team and shape staff behaviors to accomplish desired department performance indicators. This position will play a collaborative role in growing and implementing standards and processes for the Hobart Parts Customer Care Department.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Lead the assigned team in developing a culture of high employee engagement with a focus on teamwork, excellence, and the customer (internal and external).
Motivate the team through coaching, career planning and setting educational objectives.
Observe and evaluate performance to drive key performance indicators; close performance gaps and provide feedback.
Receive, investigate, and resolve escalated customer service issues and inquiries from team.
Obtain basic product knowledge of ITW Food Equipment Group accessories, parts, and their relationship to specific equipment to converse and coach team.
Acquiring a thorough understanding of key customer needs and requirements.
Resolve any issues and problems faced by customers and deal with complaints to maintain trust.
Provide communication and training to assigned team around procedures and tools.
Provide timely order entry, updates, invoicing and problem resolution for customers to assist team in reaching key performance indicators.
Supervise and coordinate the day-to-day operation of the team to ensure operation within corporate objectives and standards.
Work with management on customer service initiatives.
Make recommendations to management concerning staff and improvement of procedures.
Supervisory Responsibilities
This position has direct supervisory responsibilities and carries out these responsibilities in accordance with the ITW's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints, coaching for performance, and resolving problems.
Education and Work Experience
Associates degree or equivalent experience required. Degree in business, communication or sales preferred.
3-5 years in customer service or call center experience, is preferred but not required.
2 years supervisory experience is required.
Job-Specific Knowledge
COMPETENCIES
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 an established period.
Demonstrated ability to communicate orally with individuals from within and outside of the organization.
Effective organizational, leadership and presentation skills.
Proven leadership and collaboration skills with the ability to effectively supervise, coach and influence employees.
Performs with an elevated level of initiative exhibiting persistence and willingness to stimulate innovative ideas within the organization.
Takes calculated risks, makes strategic, results-oriented decisions, and accepts responsibility for the results (positive or negative).
Establishes and maintains effective, collaborative work relationships both internally and externally.
Physical Requirements:
Office Environment
Sit, stand, walk, reach with hands and arms, stoop, crouch, kneel, or crawl
Lift and/or move up to 10 pounds
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
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.
