Field Customer Service Representative at ITW

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 essential to delivering exceptional customer service Via email and telephonic interactions. The successful candidate will manage customer inquiries, resolve issues promptly, and work towards creating lasting customer relationships. The role also involves efficient management of multiple Outlook inboxes.

These are the most significant job duties performed. The size, scope and complexity of assigned duties and responsibilities are dependent on the level and experience of the incumbent. To perform this job successfully, an individual must be able to perform each assigned essential duty satisfactorily. Other responsibilities or special projects not specifically listed below may also be assigned.

• 40% Act as Inbound Customer Contact Across a Specific Market Area:
  • Respond to incoming customer communications efficiently and professionally
  • Enter a high volume of orders into the system with minimal errors
  • Utilize the current system to distribute communications, log service calls accurately, and follow communication procedures, guidelines, and policies
  • Enhance the customer service experience
• 50% Manage Multiple Outlook Inboxes:
  • Log new service requests for the correct office
  • Forward any requests for updates to the appropriate dispatcher or service manager
• 10% Handle Other Duties and Projects:
  • Additional responsibilities and projects as assigned
  • Ensuring customer awareness of service product offerings

The successful candidate should possess:

• High school diploma or GED with 0-2 years of relevant experience

• Customer Service - Demonstrate a high degree of professionalism with excellent communication skills
• Familiarity with FEG proprietary information
• Field service policy and procedures
• Strong Office suite proficiency

• Basic math competences
• Ability to comprehend instructions within orders and translate them into the desired outcome
• Working knowledge of Windows applications and Microsoft Office programs such as Word and Excel and maps

• Dependable, punctual, and positive attitude
• Prioritize workload, special tasks, and concurrent projects effectively
• Demonstrated ability to communicate professionally with individuals both within and outside the organization
• Ability to handle multiple priorities in a fast-paced environment
• Proven ability to multi-task and work independently

The candidate should be aware of the following physical demands and work environment characteristics:

• Physical Demands:
  • Regularly required to stand; use hands to handle and talk or hear.
  • Frequently required to reach with hands and arms.
  • Continually working on a computer.
  • Wearing audio headset 100% of the time
• Working Conditions:
  • The noise level in the work environment is usually moderate.

• Assigned shift with overtime as required.
• Willingness to be flexible to provide necessary coverage for peak periods, vacations, and holidays.

• Competitive pay
• Great insurance options with low premiums
• Paid vacation and holidays
• 401K with company match
• Extensive on-the-job, online, and classroom training
• Safety-conscious work environment

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.

ITW and Hobart Service are committed to providing a healthy and safe environment for all employees. To demonstrate this commitment, Hobart Service is tobacco-free (including e-cigarettes) on campuses and within company vehicles and maintains a drug-free workplace.

If you are a qualified individual with a disability and are unable or limited in your ability to use or access the online application system process due to your disability, please contact Human Resources at service.hr@hobartservice.com to request assistance. No other requests will be acknowledged.

ITW is an equal opportunity employer. We value our colleagues' unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.