Customer Service Representative

Job Description:

SUMMARY

This position is responsible for providing exceptional customer service for Hobart Customers field office and senior management staff. This includes the ability to work with many customers on an ongoing basis and resolve a variety of customer service inquiries in a timely manner. Position requires strong problem-solving skills and ability to be consistently accurate.

ESSENTIAL DUTIES AND RESPONSIBILITIES

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.

• Efficiently manage a high volume of incoming communications and service requests—including escalations, expedited orders, tracking, and returns—to support the Service Team in delivering timely and effective solutions.
• Deliver exceptional support through professional communication via phone, email, and internal systems, ensuring accurate and timely issue resolution for the Service Team.
• Build and maintain strong working relationships with the Service Team by understanding their needs and recommending appropriate solutions to help them serve end customers effectively.
• Provide compliant, accurate, and complete information by leveraging the correct tools, systems, and internal resources to support the Service Team.
• Own and manage the tech parts queue and shared group inbox to ensure timely follow-up and resolution of escalated service issues.
• Follow established communication procedures, service guidelines, and company policies to ensure consistent and high-quality internal support.
• Assist with resolving service-related issues by identifying root causes, offering appropriate solutions, and ensuring timely follow-up.
• Collaborate with cross-functional teams—including Sourcing, Purchasing, Operations, and Product Management—to streamline processes and enhance service delivery efficiency.

QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Work Experience

• High school diploma or GED
• 4-6 years customer service experience.
• Proficient with Microsoft Office Products to include Outlook, Word, and Excel
• Requires strong interpersonal skills working with internal and external customers.

Job —Specific Knowledge

To perform this job successfully, the individual needs to demonstrate knowledge of these areas as they relate to the primary functions of the job.

• Customer Service - highly professional demeanor with excellent telephone skills and etiquette. Utilizes various interpersonal styles and communication methods to positively assist and influence customers.
• Knowledge of distribution and supply chain operations is preferred.

COMPETENCIES

To perform the job successfully, an individual should demonstrate the following competencies.

Technical and Analytical Skills

• Understanding of basic math (addition, subtraction, multiplication, division, calculations of percentages).
• 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.

Time Management and Communication Skills

• Must be dependable, have good attendance, be punctual, and have a positive attitude
• Prioritizes regular workload, special tasks and concurrent projects, allocating time and resources to ensure that work is completed accurately and efficiently within established time frame.
• Demonstrated ability to communicate orally with individuals from within and outside of the organization.
• Proficient with Microsoft Office Products to include Outlook, Word and Excel
• Requires strong interpersonal skills working with internal and external customers
• Be able to handle multiple priorities in a fast-paced environment
• Possess a great attitude and professional demeanor
• Proven ability to multi-task and work independently

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this Job, the employee is:

• Regularly required to stand; use hands to handle and talk or hear.
• Frequently required to reach with hands and arms.
• Regularly working on computer.

Working Conditions

• The noise level in the work environment is usually moderate.

Hours of Work

• Normal business hours with occasional overtime (non-exempt roles) as needed.
• Flexibility with schedule to meet critical deadlines includes a rotating shift until up to 8pm.

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.

Compensation Information:

N/A

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.