Customer Service Team Lead

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.

This position is responsible for tactical day to day work instructions while 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. Position requires strong problem-solving skills and ability to be accurate.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• 50% Efficiently and effectively manage large number of incoming communications and customer requests (quotes, order entry, tracking, returns) while delivering exceptional customer experience which may include assigned accounts and third-party vendors

• 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.

• Communicate customer requirements to internal customers to ensure proper execution at the time of service.

• Ensure that all contractual commitments are being met throughout all stages of the process.

• Act as a liaison between internal customers and the customer/dealer to provide ongoing, consistent, timely communication.

• Plan, direct, supervise and evaluate workflow.

• 50% Train, assist and lead other assigned Customer Care Representatives with all aspects of customer service when needed

• Responsible for application and day-to-day organizational policies and procedures.

• Identify and facilitate process simplification to drive improved customer service in cooperation with Customer Care Supervisor/Manager

• Drive and clarify processes for internal and external customers.

• Coordinate and monitor work activities to achieve expected volumes and operational requirements.

• Identifies and directs training needed by team based on analysis of issues and inquiries

• May make hiring decisions and conduct performance appraisals

• Responsible for special price concessions, quotes, bid allowances, adjustments, and discounts.

• Other duties and special projects assigned by Management.