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.

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.

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.

High school diploma or GED

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

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.

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 s:
  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…