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Customer Support Operations Supervisor

2 months ago

Troy, Ohio, United States ITW Full time

Company Overview

Hobart Service, a division of Illinois Tool Works, boasts a rich legacy of over 125 years in the industry. We are a premier provider of solutions for Commercial Food Equipment Service, employing more than 1,700 dedicated professionals nationwide. Our commitment to excellence is reflected in our core values: Integrity, Simplicity, Trust, Respect, and Shared Risk.

Job Overview

We are seeking an individual who thrives in a leadership role and is passionate about delivering exceptional customer service. In this position, you will oversee daily operations, respond to customer inquiries, and ensure that our service standards are consistently met.

Key Responsibilities

  • Manage incoming communications and customer requests efficiently while ensuring high customer satisfaction levels.
  • Develop strong relationships with clients to better understand their needs and provide tailored solutions.
  • Ensure accurate and timely processing of orders and resolve any customer issues swiftly.
  • Act as a bridge between internal teams and customers to promote effective communication.
  • Provide training and mentorship to fellow Customer Care Representatives as necessary.
  • Identify opportunities for process enhancements to improve customer service delivery.
  • Coordinate work activities to align with operational goals.

Qualifications

Education and Experience

  • Preferred: Associate's Degree or equivalent experience.
  • At least 4 years of experience in customer service roles.

Additional Skills

  • Strong proficiency in customer service and interpersonal communication.
  • Basic mechanical understanding and familiarity with parts manuals.
  • Knowledge of distribution and supply chain processes.

Competencies

  • Excellent analytical skills and basic mathematical proficiency.
  • Strong time management and communication skills.

Why Work With Us?

  • Attractive salary and comprehensive benefits package.
  • Opportunities for professional growth and training.
  • A supportive work environment with a focus on safety.

Hobart Service is an equal opportunity employer that values diversity and inclusivity. We are dedicated to providing a safe and healthy workplace for all employees. ITW is committed to creating an inclusive work environment where all employees can thrive and develop their careers. We celebrate diversity and ensure equitable treatment for all employees throughout their employment journey.