Customer Care in Troy, OH at ITW Food Equipment Group

Date Posted: 6/29/2018

Job Snapshot

Job Description

RESPONSIBILITIES:
  • Answer calls from incoming customers and dispense call information to the appropriate Branch or Service Contractor
  • Utilize current system to properly log and page service calls
  • Follow current procedures to ensure consistency and accuracy across the department while continually looking at process improvements and simplifications
  • Identify service offices and/or personnel where intervention may be needed to improve processes
  • Understand 3rd Party Companies being utilized by our key accounts in order to oversee proper procedures are being followed regarding service calls
  • Scorecard management, daily follow-up and reporting to ensure success of key customer relationships and proper procedures are being follow by Hobart Offices
  • Data integrity maintenance including but not limited to: market segment codes, Epicor equipment project, service location roll-ups and warranty registration information.
  • Develop processes/manage/coordinate various programs and special key account projects as needed
  • PM tracking, follow-up and reporting
  • Provide timely and accurate customer sensitive analysis in regards to pricing, inventory and preventative maintenance management
  • Other duties assigned by management
REQUIRED SKILLS:
  • Accedited High School diploma/GED
  • 1-3 years in customer support and service experience required
  • Ability to adapt to changing circumstances, remain calm in stressful situations and adjust plans to meet changing needs.
  • Ability to continuously learn and grow from successes and mistakes, is attentive to details and accuracy, and goal oriented
  • Demonstrates the understanding of working in a team environment and exhibits the ability to turn team diversity into an advantage
  • Ability to see underlying concepts and patterns in complex situations in order to develop solutions that effectively address underlying problems/root causes
  • Ability to communicate effectively verbally and in writing
  • Requires strong interpersonal skills and the ability to build trust and rapport with the field service team and third party servicers as well as both Key and non-Key Accounts
  • Ability to develop positive working relationships with others at all levels and demonstrate respect to people at all levels
  • Ability to handle internal and external customers politely and efficiently follows procedures to solve problems, understand company products and services, and maintain pleasant and professional image
  • Proficient with Microsoft Office Products to include Outlook, Word, and Excel
PREFERRED SKILLS:
  • Associate’s degree
  • Proficient with Microsoft Office Products to include Access and Power Point
  • Bilingual
  • Field experience a plus
Pre-employment screenings performed (which includes background checks and drug screening)

NO PHONE CALLS PLEASE

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.