Strategic Account Service Representative

2 weeks ago

Troy, Michigan, United States Hobart Brothers Company Full time

Key Account Customer Support Specialist

As a pivotal member of our team, you will act as the primary liaison for our national account clients, ensuring seamless communication and exceptional service delivery.

Company Overview

Hobart Brothers Company is a renowned leader in providing service repairs and parts for food equipment, boasting over a century of industry experience. As a division of Illinois Tool Works (ITW), a Fortune 200 entity, we pride ourselves on our diverse product offerings and commitment to customer satisfaction.

Role Overview

Your role will encompass managing service product initiatives while collaborating closely with regional offices and senior management. You will be responsible for:

  • Serving as the primary contact for key accounts, ensuring the effective execution of contract programs.
  • Collaborating with the Key Accounts Sales Team to address and resolve service-related challenges.
  • Working alongside cross-functional teams to enhance operational processes and productivity.
  • Conducting business reviews with assigned key accounts to assess performance and satisfaction.
  • Overseeing customer expectations in alignment with service level agreements.
  • Assisting in the forecasting and planning of contract renewals based on evolving customer needs.
  • Providing accurate invoicing and customer analysis to support service product management.
  • Establishing and maintaining pricing policies to facilitate efficient service delivery.
  • Communicating customer requirements effectively to field technicians.
  • Managing relationships with third-party vendors to ensure compliance with company standards.
  • Delivering outstanding customer service through professional communication.

Qualifications

A Bachelor's Degree combined with a minimum of two years of customer service experience is required. Proficiency in Microsoft Office Suite, particularly Outlook, Word, and Excel, is essential. Strong interpersonal skills are necessary for effective collaboration with both internal and external stakeholders.

Preferred Skills

Experience with large-scale national organizations and familiarity with service management tools will be advantageous. The ability to create training materials for improved processes is also desirable.

Additional Information

We offer competitive compensation, comprehensive insurance options, paid time off, and a 401K plan with company matching. Our commitment to employee safety and well-being is paramount, and we maintain a tobacco-free and drug-free workplace.

Hobart Brothers Company is an equal opportunity employer, and we value diversity in our workforce. 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.

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