Customer support Administrator

Job Description:

ITW Food Equipment Group LLC designs and manufactures commercial food equipment for food service and retail customers through its subsidiaries. The company’s products include ware washing equipment; cooking equipment, including ovens, ranges, and broilers; refrigeration equipment, including refrigerators, freezers, and prep tables; food processing equipment, including slicers, mixers, and scales; and kitchen exhaust, ventilation, and pollution control systems. ITW FEG has the largest service network in this industry to support our global customers, with highly specialized technicians and best-in-class supply chain procedures. The company was incorporated in 2001 and is based in Troy, Ohio. ITW Food Equipment Group LLC is an Illinois Tool Works Inc. subsidiary. 

SUMMARY

This position is responsible for providing comprehensive administrative and exceptional customer support within the assigned territory. The Customer Support Administrator focuses on handling customer communications via third-party sites including; work order follow up, invoicing and billing discrepancies.  This position also plays a critical role in uploading and processing estimates and ensuring accurate and timely updates to work orders, 3rd party scorecards as well as invoicing.  Other duties may be assigned.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

These are the most significant job duties performed. The size, scope and complexity of assigned duties and responsibilities are dependent on the level and experience of the incumbent. To perform this job successfully, an individual must be able to perform each assigned essential duty satisfactorily. Other responsibilities or special projects not specifically listed below may also be assigned.

The major responsibilities of this role include:

• CUSTOMER FOCUS:  Anticipates customer needs and provides services that serve to build, grow and maintain effective relationships with customers via Field Service Estimate Processing through supporting customer inquiries, estimate review, customer estimate submission and communication, follow up and processing.  Uses customer insights and feedback to drive decision-making processes and work activities. 

• ENSURES ACCOUNTABILITY:  Promotes a sense of urgency to meet commitments and establishes credibility through individual accountability.  Follows established processes for Work Order Processing, to include, but not limited to work order review and approvals, invoicing, billing discrepancies, invoice printing and processing, estimate uploading, and invoice management. 

• FINANCIAL ACUMEN:  Interprets and applies understanding of key financial processes to make appropriate business decisions.  Pays strong attention to detail when performing Accounts Payable processes to include processing payables and vendor invoice submissions.

• COLLABORATION:  Works cooperatively with others across the organization to achieve shared objectives and partners with others to get work done.  Supports the administrative function of 3rd party management and websites, active work orders estimates, billing, and 3rd party scorecard processes. Also serves to support other Territories in a back up role, in training, and in corporate compliance.

• DIRECTS WORK:  Provides clear direction and accountability, when leading the work of others, through indirect supervisory responsibility, in the areas of coaching, mentoring, or training new or less experienced team members. 

• ORGANIZATIONAL KNOWLEDGE: Performs in keeping with ITW values and expectations and develops and maintains a working knowledge and understanding of the ITW toolbox.

MINIMUM 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 with a minimum of 4 years of Administrative, Accounting and/or invoicing experience required

• Ability to communicate effectively with a wide audience range

• MS Office application proficiency to drive efficiency, productivity, and accuracy

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 is:

• Regularly required to sit

• Operates standard office equipment

Working Conditions

• Office environment

• Noise level in the work environment is usually moderate

Hours of Work

• Normal business hours with extended hours as needed

• Overtime as required by customer and business demands

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.