Illinois Tool Works, Inc. Customer Service Rep in Troy, Ohio
Customer Service Rep at ITW
Contact with both internal and external customers where improper handling will have a marked effect on operating results. Ability to work with other Service Support Team Members.
Will provide 24 hour a day, 7 day a week support to field offices to include logging calls to Branches and paging on call technicians during non-business hours
Shift Schedule: Friday through Tuesday, with weekend shifts based on need.
Hours: 7:00am to 3:00pm
- Willing to be flexible to provide necessary coverage for peak periods, vacations, holidays, etc.
Answer calls from incoming customers and dispense call information to the appropriate Branch or Service Contractor
Utilize current system to properly log and page service calls
Distribute faxes and electronic calls as needed
Follow current procedures to ensure consistency and accuracy across the department while continually looking at process improvements and simplifications
Identify service offices and/or personnel where intervention may be needed to improve processes
Understand 3rd Party Companies being utilized by our key accounts in order to oversee proper procedures are being followed regarding service calls
Coordinate field notification, tracking and payment of SPIFF programs
Track Office Information Screen/SMS Scheduler updates, print, and follow-up as necessary
Train and assist in the development of new hires
Handle other projects as required
Accredited High School diploma or GED
2 years in customer support and service experience required
Proficient with Microsoft Office Products to include Outlook, Word, and Excel
Ability to adapt to changing circumstances, remain calm in stressful situations and adjust plans to meet changing needs
Flexible scheduling, work any combination of 1st, 2nd and 3rd shifts including weekend shifts and holidays
Ability to continuously learn and grow from successes and mistakes, is attentive to details and accuracy, and goal oriented
Demonstrates the understanding of working in a team environment and exhibits the ability to turn team diversity into an advantage
Ability to see underlying concepts and patterns in complex situations in order to develop solutions that effectively address underlying problems/root causes
Recognize changing customer needs and determine process/procedure updates and/or requirements
Work with IT regarding customer needs when appropriate
Ability to communicate effectively verbally and in writing
Requires strong interpersonal skills and the ability to build trust and rapport with the field service team and third party servicers as well as both Key and non-Key Accounts
Ability to develop positive working relationships with others at all levels and demonstrate respect to people at all levels
Ability to handle internal and external customers politely and efficiently follows procedures to solve problems, understand company products and services, and maintain pleasant and professional image
Proficient with Microsoft Office Products to include Access and Power Point
Field experience a plus
NO PHONE CALLS PLEASE
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 [Click Here To Join] to request assistance. No other requests will be acknowledged.
In accordance with the San Francisco Fair Chance Ordinance, Hobart Service considers all qualified applicants with a criminal history.