Customer Support Administrator

Illinois Tool Works•Buena Park, CA

56d•$31 - $42•Onsite

About The Position

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.

Requirements

High school diploma or GED
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.

Nice To Haves

Associates Degree in a business related field is preferred, but not required.

Responsibilities

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