Customer Care Supervisor

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.

SUMMARY

The Customer Care Supervisor will be responsible for the daily supervision and coaching of direct reports, some located remotely across shifts, ensuring a positive customer service experience for Customers.  The Customer Care Supervisor will build a strong team and shape staff behaviors to accomplish desired department performance indicators.  This position will play a collaborative role in growing and implementing standards and processes for the Customer Care Department.

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.

• 20% Observe and evaluate performance to drive key performance indicators; close performance gaps and provide feedback.
• 15% Motivate the team through coaching, career planning and setting educational objectives.
• 15% Provide communication and training to assigned team around procedures and tools.
• 10% Lead the assigned team in developing a culture of high employee engagement with a focus on teamwork, excellence, and the customer (internal and external).
• 10% Provide timely order entry, updates, invoicing, and problem resolution for customers to assist team in reaching key performance indicators.
• 10% Obtain basic knowledge cross functionally within ITW Food Equipment Group in order to converse and coach team.
• 5% Receive, investigate, and resolve escalated customer service issues and inquiries from team.
• 5% Provide communication and training to assigned team around procedures and tools.
• 5% Supervise and coordinate the day-to-day operation of the team to ensure operation within corporate objectives and standards.
• 5% Work with management on customer service initiatives.
• 5% Make recommendations to management concerning staff and improvement of procedures.

Supervisory Responsibilities

This position has direct supervisory responsibilities and carries out these responsibilities in accordance with the ITW’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints, coaching for performance, and resolving problems.

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

Education and Work Experience

• Associates degree and a minimum of 4 years of relevant experience or high school diploma/GED with equitable years customer service experience.
• A minimum of 2 years' supervisory experience is required.
• 4+ years in customer service or call center experience.

Job-Specific Knowledge

• Customer Service - a highly professional demeanor with excellent telephone skills and etiquette. Utilizes various interpersonal styles and communication methods to positively assist and influence customers.

COMPETENCIES

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

• 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 an established period.
• Demonstrated ability to communicate orally with individuals from within and outside of the organization.
• Effective organizational, leadership and presentation skills.
• Proven leadership and collaboration skills with the ability to effectively supervise, coach and influence employees.
• Performs with an elevated level of initiative exhibiting persistence and willingness to stimulate innovative ideas within the organization.
• Takes calculated risks, makes strategic, results-oriented decisions, and accepts responsibility for the results (positive or negative).
• Establishes and maintains effective, collaborative work relationships both internally and externally.

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 accommodation may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this role, the employee is exposed to a normal office environment and occasionally required to walk through a warehouse and/or manufacturing environment.  The employee is regularly required to sit and use hands to finger, handle or feel.  The employee is required to talk or hear.  The employee is required to stand, walk, reach with hands and arms; stoop, kneel, crouch, or crawl.  Specific vision abilities required by this job include close and peripheral vision.  

Working Conditions

Professional office environment and occasional time spent in a warehouse and/or manufacturing environment.  Personal Protective Equipment (PPE) must be worn in required locations including but limited to eyes, ears, foot and/or other protective devices as required.

Hours of Work

• Normal business hours with occasional extended hours as needed.
• Flexibility with schedule to meet critical deadlines.
• Overtime / Extended hours may include nights and/or weekends.

Why work for us?

• Competitive pay
• Great insurance options with low premiums
• Paid vacation and holidays
• 401K with company match
• Extensive on-the-job, online, and classroom training
• Service vehicle, uniforms, and safety equipment provided
• 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 [email protected] 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.