Customer Care Representative - Parts ID

Job Description:

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

SUMMARY

Responsible for assisting both internal and external customers with daily Customer Service of service parts. This includes the ability to help determine the correct part that customers require utilizing parts manuals, equipment schematics, etc. Ability to communicate effectively in varied situations and take ownership. 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. Additional responsibilities or special projects may be assigned by management.

Customer Focus

• Efficiently manage incoming calls and customer requests, ensuring an exceptional experience.
• Build strong relationships with customers by understanding their needs and recommending solutions.
• Address customer complaints with appropriate solutions and follow up to ensure resolution.

Product Knowledge & Problem Solving

• Utilize tools, parts manuals, and schematics to provide accurate information and resolve customer inquiries.
• Identify the correct parts for customers and address issues related to superseded, unavailable, or replaced parts.
• Troubleshoot and resolve issues related to pricing, adjustments, invoicing, and service product discrepancies.

Compliance & Accountability

• Complete all required compliance and training programs.
• Ensure accurate and timely handling of invoicing, pricing adjustments, quotes, and inventory management.
• Perform additional duties as assigned by management to support team and operational needs.

Supervisory Responsibilities

• This position has no supervisory responsibilities.

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
• 3 years customer service experience or technical experience.

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

Technical and Analytical Skills

• Knowledge of equipment manuals and resources and ability to correctly identify parts.
• Mechanical Aptitude – has high aptitude to operate and troubleshoot equipment.
• Customer Service - highly professional demeanor with excellent verbal and written skills.
• Basic understanding and the ability to use Microsoft Office products such as Outlook, Teams, and Word.

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 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.
• Requires strong interpersonal skills working with internal and external customers
• 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

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this Job, the employee is:

• The employee is frequently required to sit at a desk, use their hands, and engage in verbal communication or listening.
• Regularly required to work on a computer.

Working Conditions

• Office environment.
• The noise level in the work environment is usually moderate.

Hours of Work

• Normal business hours with occasional overtime (non-exempt roles) as needed.
• Flexibility with schedule to meet critical deadlines includes a rotating shift until up to 8pm.

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.