Customer Support Administrator

Job Description:

Hobart Service an Illinois Tool Works Company has been in business for over 120 years and is the trusted source for Commercial Food Equipment Service Solutions. We have over 1700 associates nationwide who serve as valued partners to our customers. Our employees are dedicated to providing the best customer service give back to the communities where they live and work and demonstrate the ITW values of Integrity Simplicity Trust Respect and Shared Risk.

SUMMARY

The selected candidate will be able to perform a variety of duties with a focus on Accounts Receivables Accounts Payable Dispatching invoicing maintain various files and other functions as needed. The incumbent will be able to prepare and/or maintain Excel and Word documents for correspondence forms orders etc. The individual must be able to display professionalism and use tact on the telephone when talking to customers and other employees. Individual must be cross trained in all office administration functions. The candidate will perform various other clerical functions as necessary. 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

Desired Education/Experience Associates Degree in a business related field is preferred but not required.

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.

Problem Solving - fundamental role in finding ways to address all types of problems by having a good approach to a problem without being ineffective favoring or causing painful consequences.

Safety at Work - learns to keep the organization safe from different risks by developing a high sense of alertness that detects danger from afar and stops it before it causes risk danger or injury to themselves or others.

COMPETENCIES

To perform the job successfully an individual should demonstrate the following competencies.

Work Order Approval 3rd Party: Review and approve work orders to ensure accuracy and completeness before processing. Escalate corrections if needed.

• - Validate check-in/out requirements for third-party portals.

3rd Party Work Order Invoicing: Generate and manage invoices ensuring timely and accurate billing.

Billing Discrepancies: Identify and resolve any discrepancies in billing between systems and 3rd party databases including rejected invoices.

Invoice Uploading: Upload invoices and enter line-item details as required in the 3rd party databases. Update work order status/comments as needed.

Estimate Uploading: Upload estimates and enter line-item details as required in 3rd party databases. Update work order status/comments as needed.

Invoice Management: Utilize 3rd party scorecards to assist with SLAs and prevent end of life invoices per 3rd party requirements.

Service Territory Backup: Follow and adhere to the backup service territory structure as outlined in the service territory backup plan.

Training and Corporate Compliance: Complete/Attend supplemental and HOST training within specified time frames.

Estimate Processing: Submit 3rd party customer estimates/opportunities to customers.

• Create and submit all required documentation to third-party portals for estimate approval
• Ensure updates are processed (manually or systematically) to work orders in portals.
• Follow Up with customers on estimates after submitted date at Day 3-5
• Review customer approvals and update field service work order and opportunities details
• Submit parts requests and connect with the parts coordinator if needed
• Follow up on past due opportunities with the customer close no response and adjust work orders to bill for incurred charges.
• Submit outside vendor invoices.

**Estimate Processing: Submit non-third-party customer estimates/opportunities to customers.

• Follow Up with customers on estimates after submitted date at Day 3-5
• Update estimates once approved by customers and submit parts requests
• Follow up on past due opportunities with the customer close no response and adjust work orders to bill for incurred charges

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 may:

Lift up to 75 lbs with or without assistance

Climb up to 10 ft with an A-frame ladder

Occasional roof access may be necessary through extension ladders or fixed ladders greater than 20 feet

Kneel squat bend push/pull

Move in different positions to accomplish tasks in various environments including tight and confined spaces

Working Conditions

Office facility

Exposure to noise heat cold slippery wet dirty conditions may occur

Travel requirement up to 10% of time

Hours of Work

Normal business hours with occasional/frequent/extended hours as needed

Flexibility with schedule to meet critical deadlines

Extended hours may include nights and/or weekends

Normal scheduled hours cover early mornings evenings and/or weekends

Be available to work overtime as required

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 providing a healthy and safe environment for all employees. To demonstrate this commitment Hobart Service is tobacco-free (including e-cigarettes) on campuses and within company vehicles and maintains a drug-free workplace.

If you are a qualified individual with a disability and are unable or limited in your ability to use or access the online application system process due to your disability please contact Human Resources at to request assistance. No other requests will be acknowledged.

Compensation Information:

The pay rate will depend on the successful candidates qualifications and prior experience. The range for this position is below: $31.40 - $42.40 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.