Customer Service Specialist

ITW•Piqua, OH

5d•Onsite

About The Position

Hobart Service and Parts, both part of Illinois Tool Works (ITW), have been supporting the food equipment industry for over 125 years. Together, we provide industry-leading service solutions and parts distribution for commercial food equipment across the country. With more than 1,800 associates nationwide, we serve as trusted partners to our customers—helping keep their operations running efficiently. Our employees are committed to delivering exceptional customer service, giving back to the communities where they live and work, and living out ITW’s core values of Integrity, Simplicity, Trust, Respect, and Shared Risk. SUMMARY The selected candidate will serve as a single point of contact with servicing offices and key customers through managing service programs. This position performs a variety of duties associated with project management to provide prompt and efficient service to our customers. There will be frequent contact with customers and other outside personnel, requiring more than ordinary courtesy and tact to establish and maintain good customer relations. Must be able to perform a variety of administrative duties to provide prompt and efficient service to our customers. You will have occasional work with confidential data where the effect of any disclosure may have an impact on the business.

Requirements

Proficient with Microsoft Office Products to include Outlook, Word, Power Point and Excel.
Requires strong interpersonal skills working with internal and external customers.
Demonstrated initiative with ability to work both independently and with a team.
Ability to maintain a positive attitude and adapt to a changing environment.
Excellent organizational and time management skills, with ability to manage multiple priorities and meet deadlines.
Ability to understand and address situations using available information to develop and execute solutions.
The successful candidate must have a strong “customer service” mindset and the ability to use collaborative and non-adversarial approaches in achieving diverse goals.
Strong attention to detail, with focus on data quality customer service.
Associates degree and 2 years customer service experience or a minimum of 6 years of administrative or customer service experience is required.

Nice To Haves

Bachelors degree and/or professional certification plus a minimum of 1 year of experience or vocational training plus at least 5 years work experience.
Understanding and experience with USa, 80/20, PLS, MRD, and In-Lining
Experience creating process and procedure documentation
Project Management experience
Customer Service – highly professional demeanor with excellent telephone skills and etiquette. Utilizes various interpersonal styles and communication methods to positively assist and influence customers.

Responsibilities

Serve as the single source contact with targeted chains, key accounts, and third-party vendors ensuring timely and accurate execution of service programs.
Efficiently communicate customer requirements to internal customers to ensure proper execution at the time of service.
Provide outstanding customer service through professional phone skills, emails, and team involvement.
Ensure that all contractual commitments are being met throughout all stages of process.
Act as a liaison between internal customers and the customer/dealer to provide ongoing, consistent, timely communication.
Work with internal customers to minimize and/or resolve service issues.
Assist in forecasting, analytics, business review, and planning services based on shifting customer trends.
Work with cross functional teams to improve processes and productivity.