Customer Support Specialist

1 week ago

Troy, Ohio, United States Illinois Tool Works Full time

POSITION OVERVIEW

This role is pivotal in maintaining communication with both internal teams and external clients, where any mismanagement could significantly impact operational outcomes.

The candidate will collaborate effectively with fellow Service Support Team Members.

This position entails providing round-the-clock support to field offices, which includes logging inquiries and contacting on-call technicians during off-hours to address customer questions or concerns regarding the company's offerings.

Regular outreach to existing clients will be conducted to assess their satisfaction with the organization’s products and services. The specialist will determine the most effective methods for resolving issues to ensure customer contentment while adhering to the organization's guidelines. Coordination of problem resolution with relevant departments is essential. Customers will be informed about standard procedures and solutions to their issues. A comprehensive understanding of the organization's policies, procedures, practices, products, and services is required.

KEY RESPONSIBILITIES
Respond to incoming customer calls and direct inquiries to the appropriate Branch or Service Contractor.
Utilize the existing system to accurately log and escalate service requests.
Distribute electronic communications as necessary.
Adhere to established procedures to ensure consistency and precision across the department while continuously seeking process enhancements and simplifications.
Identify service offices and/or personnel that may require intervention to optimize processes.
Understand third-party companies engaged by key accounts to ensure compliance with service call protocols.
Coordinate field notifications, tracking, and management of SPIFF programs.
Monitor Office Information Screen/SMS Scheduler updates, print, and follow up as needed.
Assist in training and onboarding new hires.
Manage additional projects as assigned.

ESSENTIAL SKILLS:
Proficient in Microsoft Office Suite, including Outlook, Word, and Excel.
Ability to adapt to evolving circumstances, maintain composure in high-pressure situations, and modify plans to accommodate changing requirements.
Flexible scheduling is required, with the ability to work various shifts, including weekends and holidays.
A commitment to continuous learning and growth from experiences, with a keen attention to detail and a focus on achieving goals.

Demonstrates a collaborative spirit and the ability to leverage team diversity for enhanced outcomes.

Ability to discern underlying concepts and patterns in complex scenarios to formulate solutions that effectively address root causes.
Recognize shifting customer needs and determine necessary updates to processes and procedures.
Collaborate with IT regarding customer requirements when necessary.
Strong verbal and written communication skills are essential.
Requires excellent interpersonal abilities and the capacity to build trust and rapport with field service teams and third-party service providers, as well as both Key and non-Key Accounts.
Ability to foster positive working relationships with individuals at all levels, demonstrating respect and professionalism.

Capable of managing interactions with internal and external customers courteously and efficiently, following procedures to resolve issues, understanding company offerings, and maintaining a professional demeanor.


QUALIFICATIONS
High school diploma or GED with vocational training in office administration.
Minimum of 2 years of experience in customer support and service roles.
Associate's degree in business administration is preferred.
Bilingual capabilities are advantageous.
Experience in field service is a plus.

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