Customer Service Team Lead

3 weeks ago


Troy, Ohio, United States ITW Full time

Hobart Service, an Illinois Tool Works Company, is a trusted source for Commercial Food Equipment Service Solutions.

Our employees are dedicated to providing exceptional customer service, giving back to the communities where they live and work, and demonstrating the ITW values of Integrity, Simplicity, Trust, Respect, and Shared Risk.

This position is responsible for 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.

Key responsibilities include:

  • Efficiently and effectively managing large numbers of incoming communications and customer requests (quotes, order entry, tracking, returns) while delivering exceptional customer experience.
  • Managing order entry and group emails to ensure timely order entry and issue resolution through professional phone skills, emails, and team involvement.
  • Training, assisting, and leading other assigned Customer Care Representatives with all aspects of customer service when needed.
  • Responsible for application and day-to-day organizational policies and procedures.
  • Identifying and facilitating process simplification to drive improved customer service in cooperation with Customer Care Supervisor/Manager.
  • Identifying and directing training needed by the team based on analysis of issues and inquiries.
  • May make hiring decisions and conduct performance appraisals.

Requirements include:

  • Associates Degree preferred or high school diploma/GED with equitable years of customer service experience.
  • 4 years of customer service experience.
  • Customer Service - highly professional demeanor with excellent telephone skills and etiquette.
  • Knowledge of distribution and supply chain operations is preferred.
  • Demonstrates basic mechanical aptitude and ability to read parts manuals.
  • 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.

Hobart Service 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.



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