Customer Service Manager

Customer Service Manager

At ITW Food Equipment Group, people and food are our passion. We believe great food brings people together, and the relationships we share feed our inspiration to be the best we can be for one another.

Our family of premium brands has been dedicated for more than a century to supporting those who are not only passionate about creating great food, but are inspired by the people they serve and come to know on a daily basis.

Likewise, it is our mission to provide food equipment that foodservice and food retail professionals can trust to work hard and deliver quality, consistent results day in and day out, empowering them to focus on what they love most—creating great food for great people.

Are you a dynamic leader with a passion for delivering exceptional customer experiences? We're looking for a Customer Service Manager to lead a high-performing team supporting over $500M in business across key Dealer Distribution accounts. This is a critical role at the heart of our operations, overseeing customer support for multiple trusted brands under the ITW umbrella—including Hobart, Traulsen, Baxter, Vulcan, and more.

In this fast-paced, customer-focused environment, you'll empower a team of representatives to exceed expectations in everything from order management and pricing to shipping and project coordination. You'll partner directly with the sales team, cross-functional teams, and top-tier clients—including executives and business owners. If you're an organized, detail-driven leader who thrives on building strong teams and solving complex challenges, we want to hear from you.

Essential Job Duties

• Ability to lead a diverse team of individuals to support company goals and sales excellence initiatives while focusing on teamwork and the customer.
• Knowledge and support of all key Dealer accounts.
• Team oriented with the ability to effectively interact with co-workers, customers, sales and product groups.
• EDI order monitoring and maintenance as needed.
• Excellent follow-up skills and attention to detail.
• Liaison to product groups supporting marketing initiatives, special promotions, new product launches and other programs.
• Help manage pricing, price list creation, and all pricing issues.

Minimum Qualifications

• Bachelor's degree in sales/marketing related field or equivalent job experience
• Prior experience managing a high performing customer service team
• Experience with ERP systems with D365 experience preferred
• Knowledge of CRM and sales leads processing
• Understanding of product line outlook process and how it relates to order management to support those objectives.
• Excellent oral, interpersonal, and written communication skills
• Skilled in Microsoft Office applications
• Knowledge of freight terminology and shipping procedures
• Prior experience with BRAG portal and/or Auto Quotes is helpful
• Ability to balance supporting both internal and external customers
• Ability to travel with the willingness to participate in trade shows or customer meetings.

The pay range is $90,000 - $120,000. The specific hiring rate within the posted range will depend on the successful candidate's qualification and relevant prior experiences.

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. 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.