Customer Service Representative

Hobart Service, an Illinois Tool Works Company, has been in business for over 125 years and is the trusted source for Commercial Food Equipment Service Solutions. We have over 1,700 associates nationwide who serve as valued partners to our customers. Our employees are dedicated to providing the best customer service, give back to the communities where they live and work, and demonstrate the ITW values of Integrity, Simplicity, Trust, Respect and Shared Risk.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Efficiently and effectively manage large number of incoming communications and customer requests (quotes, order entry, tracking, returns) while delivering exceptional customer experience

• Develop strong relationships with customers by understanding their needs and recommending solutions creating customers for life

• Provide compliant, accurate, valid, and complete information for the customer by using the right methods/tools

• Responsible for management of order entry and group emails to ensure timely order entry and issue resolution through professional phone skills, emails, and team involvement.

• Follow communication procedures, guidelines, and policies

• Meet personal/customer service team targets and call/email handling quotas

• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

• Work with cross functional teams to improve processes and productivity.