Customer Service Supervisor in Piqua, OH at ITW Food Equipment Group

Date Posted: 8/22/2018

Job Snapshot

Job Description

Scope:
 
This is a Piqua, Ohio based position reporting to the Customer Care Manager – Hobart Parts. 
 
The Customer Care Assistant Manager will be responsible for the daily supervision of 15-20 non-exempt personnel, some located remotely, ensuring a positive customer service experience for Hobart Parts Customers.   Leads assigned team responsible for parts identification and 20s customer service.

Responsibilities:
  • Lead the assigned team in developing a culture of high employee engagement with a focus on teamwork, excellence and the customer (internal and external)
  • Motivate the team through coaching, career planning and setting educational objectives
  • Observe and evaluate performance to drive key performance indicators; close performance gaps and provide feedback
  • Receive, investigate and resolve escalated customer service issues and inquiries from team
  • Obtain extensive product knowledge of ITW Food Equipment Group accessories, parts and their relationship to specific equipment in order to converse on the required levels with customers
  • Provide communication and training to assigned team around procedures and tools
  • Provide timely order entry, updates, invoicing and problem resolution for customers to assist team in reaching key performance indicators
  • Supervise and coordinate the day-to-day operation of the team to ensure operation within corporate objectives and standards
  • Work with management on customer service initiatives
  • Make recommendations to management concerning staff and improvement of procedures
     
Minimum Qualifications: 
  • BS/BA degree or equivalent required.  Degree in business, communication or sales preferred.
  • 3-5 years minimum experience in customer service or call center experience, ideally with technical products or services.
  • Experience managing a 'remote' workforce and 2 years of supervisory experience.
  • Strong time management skills; effective problem solving skills; and capable of analyzing data and making recommendations for improvement
  • Proficient with Microsoft Office Products to include Outlook, Word and Excel
  • Requires strong verbal, written and interpersonal skills working with internal and external customers
 
Pre-employment screenings performed (which includes background checks and drug screening)

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.

In accordance with the San Francisco Fair Chance Ordinance, Hobart Service considers all qualified applicants with a criminal history.