Customer Service Representative

Job Description:

ITW Food Equipment Group LLC designs and manufactures commercial food equipment for food service and retail customers through its subsidiaries. The company’s products include ware washing equipment; cooking equipment, including ovens, ranges, and broilers; refrigeration equipment, including refrigerators, freezers, and prep tables; food processing equipment, including slicers, mixers, and scales; and kitchen exhaust, ventilation, and pollution control systems.

ITW FEG has the largest service network in this industry to support our global customers, with highly specialized technicians and best-in-class supply chain procedures. The company was incorporated in 2001 and is based in Troy, Ohio. ITW Food Equipment Group LLC is an Illinois Tool Works Inc. subsidiary.

SUMMARY

As a Customer Service Representative (CSR), you will serve as the first point of contact for our customers, ensuring exceptional service and seamless communication across our field offices. In this role, you’ll coordinate service calls, support after-hours operations, and help maintain the high standards that keep our 24/7 service network running smoothly.

The CSR is responsible for managing inbound service requests, collaborating with internal teams and third-party providers, monitoring service quality and customer satisfaction, and identifying opportunities to improve processes and generate new business.

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.

The major responsibilities of this role include:

• Customer Focus: Demonstrates a strong commitment to understanding and meeting customer needs; builds trust and rapport through empathy, responsiveness, and professionalism.
• Communicates Effectively : Clearly conveys information and actively listens to others; tailors communication style to different audiences to ensure understanding and engagement.
• Tech Savvy: Comfortably learns and leverages technology, including Microsoft Outlook, Word, and Excel, to manage workflows and enhance customer service efficiency.
• Situational Adaptability: Remains flexible and composed when priorities shift; able to work various shifts, including weekends and holidays, to support business needs.
• Collaborates: Works effectively across teams and functions, building strong relationships and fostering a positive, solutions-focused environment.
• Manages Ambiguity: Handles multiple tasks and changing priorities with attention to detail and organization; stays focused under pressure.
• Instills Trust: Acts with integrity, respect, and accountability in all interactions, ensuring customers and colleagues feel supported and valued.

Manages Time Effectively: 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. Be able to handle multiple priorities in a fast-paced environment with a proven ability to multi-task and work independently.

• 80% Act as inbound customer contact across service organization
• Enter high volume of orders into system with minimal error rate
• Answer communication from incoming customers and dispense information appropriately
• Utilize current system to distribute communication, properly log, and dispatch service calls
• Follow communication procedures, guidelines, and policies
• Continue to improve customer service experience, creating customers for life
• 10% Assist in the development of new hires
• 10% Handle other duties and projects as assigned

MINIMUM 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 (Required); Associate’s degree in Business or related field (Preferred)
• Contact Center or Customer Service Experience: 0-2 years of relevant
• 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 sit
• Operates standard office equipment
• Working Conditions
• Hybrid working environment, remote schedules are available to support the 24/7 operation
• Noise level in the work environment is usually moderate
• Hours of Work
• This position supports a 24 hours per day, 7 days per week Contact Center operation.
• Schedules may include daytime, evening, overnight, weekend, and holiday shifts based on business needs.
• Employees may be assigned rotating or non-traditional schedules to ensure continuous service coverage.
• Overtime, extended hours, and schedule adjustments may be required to meet operational demands, including peak volumes, special initiatives, or unforeseen circumstances.
• Reliable attendance and flexibility in scheduling are essential to maintain consistent customer support.