Customer Care Supervisor

Customer Care Supervisor

Hobart Service, an Illinois Tool Works Company, has been in business for over 125 years and is a trusted source for Commercial Food Equipment Service Solutions. The company employs more than 1,700 associates nationwide who serve customers with excellence, community involvement, and the ITW values of Integrity, Simplicity, Trust, Respect, and Shared Risk.

• Observe and evaluate performance to drive performance indicators; close performance gaps and provide feedback (20%).
• Motivate the team through coaching, career planning, and setting educational objectives (15%).
• Provide communication and training to the team around procedures and tools (15%).
• Lead the team in developing a culture of high employee engagement focused on teamwork, excellence, and customer service (10%).
• Provide timely order entry, updates, invoicing, and problem resolution for customers to assist the team in reaching key performance indicators (10%).
• Obtain basic cross‑functional knowledge within ITW Food Equipment Group to converse and coach the team (10%).
• Receive, investigate, and resolve escalated customer service issues from the team (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 (5%).

This role has direct supervisory responsibilities that include interviewing, hiring, training, planning, assigning, directing work, appraising performance, rewarding and disciplining employees, and addressing complaints and coaching for performance.

• Associate’s degree and a minimum of 4 years of relevant experience, or high school diploma/GED with equivalent customer service experience.
• Minimum of 2 years of supervisory experience.
• 4+ years in customer service or call center experience.
• Customer Service – professional demeanor, excellent telephone skills, and effective communication with various stakeholders.

• Dependable, punctual, and positive attitude.
• Prioritizes workload and projects, allocating time and resources for accurate completion.
• Excellent oral communication within and outside the organization.
• Effective organizational, leadership, and presentation skills.
• Proven leadership and collaboration skills with the ability to supervise, coach, and influence employees.
• Initiative, persistence, and willingness to drive innovative ideas.
• Strategic, results‑oriented decision making and accountability.
• Establishes and maintains collaborative work relationships internally and externally.

Normal office environment with occasional access to warehouses or manufacturing areas. Requires sitting, standing, walking, reaching, and handling tasks. Vision: close and peripheral. Personal Protective Equipment (PPE) is required where applicable.

• Normal business hours with occasional extended hours as needed.
• Flexibility required to meet critical deadlines.
• Overtime, nights, and/or weekends may be necessary.

• Competitive pay.
• Great insurance options with low premiums.
• Paid vacation and holidays.
• 401(k) 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 a healthy and safe environment. Tobacco‑free employees and drug‑free workplace policies apply on campus and in company vehicles.

If you are a qualified individual with a disability and cannot use our online application system, please contact Human Resources at  to request assistance. No other request will be acknowledged.

Pay depends on qualifications and prior experience.