Field 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 support 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.

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: 2+ years of experience in a direct customer service or contact center role.

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

• Office environment
• Noise level in the work environment is usually moderate

Hours of Work

• Normal business hours with extended hours as needed

Compensation Information:

The pay rate will depend on the successful candidate’s qualifications and prior experience. The range for this position is below: $24.50 - $33.10 per hour.

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.