Customer Care Support Specialist II

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