Customer Care Manager - Parts

Company Description

Hobart Service, an Illinois Tool Works Company, has been in business for over 120 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.

Job Description

SUMMARY

The Customer Care Manager – Parts is responsible for managing and coordinating the operations of the parts customer service team to ensure a positive customer service experience for all Hobart Parts Customers. Responsibilities include administering and balancing inbound call center operations. Develop and monitor the application of operating systems including policies and procedures, operating structure, and information flow. Ensure the volume of work produced meets product/service standards and exceeds quality standards. Develop and implement customer service indicators to assure excellence in customer service.

The Customer Care Manager – Parts is responsible for staff recruiting, performance evaluation, training, and development. Develops and monitors quotas for service volume and timeliness. The Customer Care Manager – Parts will be required to ensure the team is performing at its best and producing results. He or she will also be required to make budget plans, analyze performances and report to management on the happenings of the team. The Customer Care Manager’s contribution will make an impact on the kind of service we provide and keep our customers satisfied. Provides input to strategic decisions that affect the functional area of responsibility. Capable of resolving escalated issues arising from both internal (OTT) and external (OTC) customers that may require coordination with other departments.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The Customer Care Manager – Parts completes many tasks contributing to their supervisory role. Some of the required daily tasks and responsibilities expected of Call Center Managers include:

• High degree of understanding of product lines and commodities (materials, services, etc.)
• Development, leadership, and documentation of customer care strategies, utilizing standardized procedures and process flows, conducive to customer’s support.
• Coordinate up-front involvement from all stakeholders.
• Alignment and engagement with management team including inventory control and distribution/procurement/expediting managers to streamline supply chain.
• Support requirements and benefits including consignment, kan-ban, logistics, freight, reordering, performance, price, warranty, delivery performance and quality performance assessment.
• Contributes to the achievement year over year of metrics improvement (PPV, Inventory reduction, vendors reduction, inventory turns, delivery performance).
• Provides advice to customers using the organization's products and services, facilitating alternate revenue channel in parallel with servicing and e-commerce tool.
• Design communication system with customers via telephone, email, letter, and face to face supported by dock to door supply chain process flow
• Investigate and solves customers' problems, handling customer complaints through standardized corrective action measurements
• Issue refunds or compensation to customers, billing, invoicing, etc.
• Maintain a system for accurate records for customer service tracking
• Design of statistics and metrics to determine the level of customer service of the supply chain
• Produce written information for customers, including price updates
• Use of ERP / Microsoft Dynamics (D365) system as automated tool for business transactions
• Develop customer care procedures, policies, and standards for the supply chain
• Hire, onboard and train team personnel
• Coach staff through challenging customer service issues.
• Training and development of customer care staff to deliver a high standard of customer service.
• Develop monthly, quarterly, and annual goals and action plans.
• Communicate company goals to associates, so every employee understands his or her role
• Oversee and ensure conflict resolution between associates and customers
• Conduct periodic surveys of customers and potential customers to ensure quality control

Supervisory Responsibilities

This position has 28 direct or indirect supervisory responsibilities and carries out these responsibilities in accordance with the ITW’s policies and applicable laws. Talent recruitment and development is a key responsibility for this role.  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. 

Qualifications

Required Education and Work Experience

Bachelor’s degree in marketing, business, communications, or any other relevant field and a minimum 5 years of experience in customer service or a high-volume distribution environment with at least 2 years in a supervisory role.

Certificates and Licenses

Certifications may include Certified Call Center Manager, Certified Workforce Management Professional, or Certified Contact Center Supervisor are preferred but not required.

Job —Specific Knowledge

• Prior experience as a call center manager or any managerial position.
• Experience with customer service is essential.
• Proficient with MS Office and Call Centre software programs.
• Strong knowledge of performance evaluation techniques and customer service metrics.
• Driven and result oriented.
• Strong problem-solving ability and analytical skill.

Additional Information

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.