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Key Account Customer Support Specialist

2 months ago

Troy, Michigan, United States Hobart Brothers Company Full time

Key Account Customer Support Specialist

Company Overview

Hobart Brothers Company stands as a premier provider of service repairs and components for food equipment, boasting a legacy of over a century in the industry. As a division of Illinois Tool Works (ITW), a Fortune 200 entity, we offer a diverse range of products globally. Our operations span across 50 states, supported by a skilled team of Operational Managers and Field Technicians dedicated to fostering our customers' ongoing success.

Position Overview

This role is designed to serve as the primary liaison with servicing offices by regions, targeted chains, and key clients, focusing on the management of service product initiatives. Collaboration with field offices and senior management is essential.

Key Responsibilities:

  • Act as the main point of contact for targeted chains and key accounts, ensuring the timely and precise execution of contract programs such as preventive maintenance, start-ups, roll-outs, and invoicing.
  • Collaborate with the Key Accounts Sales Team and Hobart Field Organization to address and resolve service-related issues.
  • Engage with cross-functional teams to enhance processes and productivity within Hobart Service.
  • Facilitate business reviews with assigned key accounts.
  • Oversee customer expectations concerning service level agreements (SLAs) in conjunction with the Hobart Field Organization.
  • Assist in forecasting and planning for renewals and contracts based on evolving customer trends.
  • Provide accurate invoicing and customer-sensitive analysis to the Corporate and Field Organization regarding service product processing and issue resolution.
  • Establish and maintain pricing policies to ensure field technicians can process service requests efficiently.
  • Effectively communicate customer requirements to field technicians to guarantee proper service execution.
  • Work with customers and credit departments to resolve financial matters.
  • Manage relationships with third-party vendors through key accounts, ensuring adherence to procedures by Hobart Offices.
  • Deliver exceptional customer service through professional communication via phone and email.
  • Perform additional duties as assigned by management.

Qualifications:

  • Bachelor's Degree and a minimum of 2 years of experience in customer service.
  • Proficiency in Microsoft Office Suite, including Outlook, Word, and Excel.
  • Strong interpersonal skills for effective collaboration with internal and external stakeholders.

Preferred Skills:

  • Familiarity with USA, 80/20, PLS, MRD, and In-Lining methodologies.
  • Experience in developing training materials for new or improved processes.
  • Background working with national multi-million dollar organizations.

Additional Information:

  • Competitive compensation package.
  • Comprehensive insurance options with low premiums.
  • Paid vacation and holidays.
  • 401K plan with company matching.
  • Extensive on-the-job training provided.
  • Commitment to a safety-conscious work environment.

Hobart Brothers Company 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.