Customer Care - Parts ID in Piqua, OH at ITW Food Equipment Group

Date Posted: 10/30/2018

Job Snapshot

Job Description

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.

Shift Hours: 10:30 -7:30 or 11:00 - 8:00pm 

RESPONSIBILITIES:                 
  • Receive, investigate and resolve all customer inquiries.
  • Provide and enter parts orders for customers who require expert support.
  • Utilize resources (parts breakdowns, schematics, contacts) to identify the correct part number information.
  • Provide support for resolving identified issues with customer orders as related to parts being superseded, replaced or no longer available.
  • Complete all compliance and training programs as assigned.
  • Provide timely invoicing, accurate customer sensitive analysis to Corporate / Field Organization regarding Service Product processing and problem resolution (pricing, adjustments, cancellations, reinstatements, invoicing/re-invoicing, quotes, inventory maintenance, etc.)
  • Provide outstanding customer service through professional phone skills, emails and team involvement.
  • Other duties assigned by Management.

MINIMUM QUALIFICATIONS:
  • Accredited High school or GED plus 5 years’ customer service experience
  • Work independently, modifying and adapting solutions to meet new conditions.
  • Exercise sound judgment and decisions to meet critical customer demands.
  • Ability to work in direct contact with all levels of responsibility, including owners and executives of customers through the entire supply chain
  • Must be proactive and display a high level of initiative
  • Demonstrated customer service skills with ability to communicate effectively verbally and in writing with the ability to build trust and rapport with key customers.
  • Proficient with Microsoft Office Products to include Outlook, Word, Excel
  • Ability to adapt to changing circumstances, remain calm in stressful situations and adjust plans to meet changing needs

PREFERRED QUALIFICATIONS:
  • Previous experience and functional understanding of how to utilize parts manuals and schematics
  • Knowledge of ITW FEG product lines and experience in parts
Pre-employment screenings performed (which includes background checks and hair follicle drug screening, unless state law prohibits.)
 
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.