Customer Service Representative

ITW • Piqua, OH

1d • Onsite

About The Position

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.

Requirements

• 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.
• 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.
• 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 established time frame.
• Demonstrated ability to communicate orally with individuals from within and outside of the organization.
• Be able to handle multiple priorities in a fast-paced environment
• Possess a great attitude and professional demeanor
• Proven ability to multi-task and work independently

Nice To Haves

• Knowledge of distribution and supply chain operations is preferred.

Responsibilities

• Efficiently manage a high volume of incoming communications and service requests—including escalations, expedited orders, tracking, and returns—to support the Service Team in delivering timely and effective solutions.
• Deliver exceptional support through professional communication via phone, email, and internal systems, ensuring accurate and timely issue resolution for the Service Team.
• Build and maintain strong working relationships with the Service Team by understanding their needs and recommending appropriate solutions to help them serve end customers effectively.
• Provide compliant, accurate, and complete information by leveraging the correct tools, systems, and internal resources to support the Service Team.
• Own and manage the tech parts queue and shared group inbox to ensure timely follow-up and resolution of escalated service issues.
• Follow established communication procedures, service guidelines, and company policies to ensure consistent and high-quality internal support.
• Assist with resolving service-related issues by identifying root causes, offering appropriate solutions, and ensuring timely follow-up.
• Collaborate with cross-functional teams—including Sourcing, Purchasing, Operations, and Product Management—to streamline processes and enhance service delivery efficiency.

Benefits

• The ITW Business Model gives us the tools to focus on what’s most important, and we’re grounded in our values of Integrity, Simplicity, Trust, Respect and Shared Risk.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED