Operational Support Administrator

Job Title

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 1,700 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 Review and Approval: Review and approve work orders to ensure accuracy and completeness before processing. Escalate any corrections needed.
• Invoicing: Generate and manage invoices, ensuring timely and accurate billing.
• Billing Discrepancies: Identify and resolve any discrepancies in billing to maintain financial accuracy.
• Daily Invoice Printing: Print and distribute invoices daily to ensure prompt delivery to customers.
• Service Territory Backup: Follow and adhere to the backup service territory structure as outlined in the Service Territory backup plan to ensure continuity of operations.
• Training and Corporate Compliance: Complete/Attend supplemental and HOST training within specified timeframe.
• Resolve Tax ID Errors: Address and correct any errors related to Tax IDs to ensure compliance.
• Prevailing Wage (if applicable): Manage tasks related to prevailing wage requirements.
• Review Work Orders Not Posted/Billed: Identify and resolve approval errors to ensure timely billing.
• Credit/Rebills and Write-Off Management: Handle credit and rebill transactions (approved by MCSS), as well as manage write-offs for time and materials (T&M) and warranty claims.
• Review COD Invoices: Contact customers for payment on cash on delivery (COD) invoices if no payment is received at time of work order creation.
• Credit Card Payment Processing/Posting: Process and post credit card payments accurately.
• Collections Under $500: Manage collections for past due balances under $500, routing all collections to Troy.
• Credit Application Support: When applicable, provide credit card payments accurately Assist with the flow of credit applications to corporate for review. (Corporate should handle this start to finish once requested by branch)
• Customer Inquiries: Communicate with customers regarding invoice inquiries. Respond to accounting voicemails in the Five9 system. Handle accounts receivable customer inquiries efficiently. This role will not have time for this in big branches unless there are multiple operational support roles
• Update Customer Billing Information: Maintain and update customer billing email addresses to ensure invoice efficiency.
• Audit Compliance: Ensure compliance with internal control questionnaires (ICQ) and record retention policies.
• Mailing Check Payments: Mail check payments to the corporate lockbox for processing.
• Certificates of Insurance/W9: Manage and maintain certificates of insurance and W9 forms.
• Customer Tax Exemption Forms: Submit customer tax exemption forms to the Tax Manager for activation.
• Accounts Payable (if applicable): Manage accounts payable tasks, including processing payments and maintaining records.

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.

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