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Customer Care Team Lead

3 months ago

Troy, United States Illinois Tool Works Full time

Hobart Service, an Illinois Tool Works Company, has been in business for over 125years 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.

This position is responsible for tactical day to day work instructions while leading a team of non-exempt employees to provide exceptional customer service by responding to customer questions, complaints, inquiries, and orders for the organization’s products and/or services. Position requires strong problem-solving skills and ability to be accurate. ESSENTIAL DUTIES AND RESPONSIBILITIES 50% Efficiently and effectively manage large number of incoming communications and customer requests (quotes, order entry, tracking, returns) while delivering exceptional customer experience which may include assigned accounts and third-party vendors Develop strong relationships with customers by understanding their needs and recommending solutions creating customers for life Provide compliant, accurate, valid, and complete information for the customer by using the right methods/tools Responsible for management of order entry and group emails to ensure timely order entry and issue resolution through professional phone skills, emails, and team involvement. Communicate customer requirements to internal customers to ensure proper execution at the time of service. Ensure that all contractual commitments are being met throughout all stages of the process. Act as a liaison between internal customers and the customer/dealer to provide ongoing, consistent, timely communication. Plan, direct, supervise and evaluate workflow. 50% Train, assist and lead other assigned Customer Care Representatives with all aspects of customer service when needed Responsible for application and day-to-day organizational policies and procedures. Identify and facilitate process simplification to drive improved customer service in cooperation with Customer Care Supervisor/Manager Drive and clarify processes for internal and external customers. Coordinate and monitor work activities to achieve expected volumes and operational requirements. Identifies and directs training needed by team based on analysis of issues and inquiries May make hiring decisions and conduct performance appraisals Responsible for special price concessions, quotes, bid allowances, adjustments, and discounts. Other duties and special projects assigned by Management. Education and Work Experience Associates Degree preferred or high school diploma/GED with equitable years customer service experience. 4 years customer service 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. Demonstrates basic mechanical aptitude and ability to read parts manuals. COMPETENCIES To perform the job successfully, an individual should demonstrate the following competencies. Technical and Analytical Skills Understanding of basic math (addition, subtraction, multiplication, division, calculations of percentages). Ability to comprehend specifications provided within orders and translate them to the desired parts per Purchase orders. Basic knowledge of / working knowledge of Windows applications and Microsoft Office programs such as Word and Excel. 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. Proficient with Microsoft Office Products to include Outlook, Word, and Excel 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

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