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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.

70% Efficiently and effectively manage large number of incoming communications and customer requests (quotes, order entry, tracking, returns) while delivering exceptional customer experience

+ Develop strong relationships with customers by understanding their needs and recommending solutions creating customers for life

+ Provide compliant, accurate, valid, and complete information for the customer by using the right methods/tools

+ Responsible for management of order entry and group emails to ensure timely order entry and issue resolution through professional phone skills, emails, and team involvement.

+ Follow communication procedures, guidelines, and policies

15% Meet personal/customer service team targets and call/email handling quotas

10% Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

5% Work with cross functional teams to improve processes and productivity

Supervisory Responsibilities

This position has no direct or indirect supervisory responsibilities.

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.