Customer Care Specialist

Job Title

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.

Job Description

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.

• 70% 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
• Responsible for management of order entry and group emails to ensure timely order entry and issue resolution through professional phone skills, emails, and team involvement.
• Follow communication procedures, guidelines, and policies
• 15% Meet personal / customer service team targets and call / email handling quotas
• 10% Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• 5% Work with cross functional teams to improve processes and productivity

Qualifications

Additional Information

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.