What are the responsibilities and job description for the Service Coordinator position at ITW?
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
This position is a single source of contact with servicing office by regions, targeted chains and key customers through managing service contract programs. Work closely with field office and senior management staff.
- Work with the Key Accounts Sales Team, Customer Care and Field Organization to minimize and/or resolve service issues.
- Work with cross functional teams to improve processes and productivity.
- Assist in forecasting and planning based on shifting customer trends.
- Provide timely invoicing, accurate customer sensitive analysis to Corporate / Field Organization regarding service contract processing and problem resolution (pricing, adjustments, cancellations, reinstatements, invoicing/re-invoicing, quotes, inventory maintenance, etc.)
- Maintain clean and accurate customer inventory and data governance through regular clean-up, customer audits and warranty data
- Efficiently communicate customer requirements to the Key Accounts Sales Team and Field Organization to ensure proper execution at the time of service.
- Understand and coordinate key contractual issues. Educate and guide sales and contract personnel regarding key contract requirements.
- Responsible for multiple high volume national accounts
- Review prior contract history to determine appropriate terms and conditions. Make recommendations for change when appropriate.
- Review and analyze service contract financial and customer facing results to verify pricing adequacy and overall service delivery
- Updating and summarizing daily/weekly/monthly reporting as needed
- Understand service contract offerings to ensure successful customer experience
- Other duties as assigned
Qualifications
To be considered for this exceptional career opportunity you must have at least the following:
Education and Work Experience:
- Bachelors degree with 1 year of experience or Associates with 5 years of experience
- Ability to collect and analyze data, problem solve, and make decisions
- Proficient with Microsoft Office Products to include Excel, Outlook, Word, and Power Point
- Requires strong interpersonal skills working with internal and external customers.
PREFERRED SKILLS:
- National Account Customer Service experience
- Experience creating training materials for new/improved processes/ procedures
- SQL experience
Job — Specific Knowledge
- Customer Service - 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.
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
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
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
- 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.
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.