Customer Support Administrator

Hobart Service Job Opportunity

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.

Job 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 SLA's 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 service.hr@hobartservice.com to request assistance. No other requests will be acknowledged.

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.