Operational Support Administrator

ITW•Phoenix, AZ

About The Position

The Operational Support Administrator provides comprehensive administrative and operational support within an assigned service territory. The role supports financial and administrative processes, including work order approval, invoicing, billing discrepancy resolution, daily invoice printing, and accounts receivable tasks. The administrator follows the service territory backup structure and contributes to efficient organizational operations. Other duties and special projects may be assigned. The position requires accountability for reviewing work orders, resolving or escalating approval errors, ensuring timely billing, managing credit and rebill transactions and applicable write-offs, and following up on COD invoices. It also handles invoice generation and distribution, payment processing, collections, customer accounting inquiries, customer billing records, tax exemption documentation, certificates of insurance, and W9 forms. The role collaborates with corporate and internal teams, follows compliance and record-retention practices, completes required training, and supports audit compliance. It may include indirect supervisory responsibilities such as coaching, mentoring, or training less experienced team members. The position is performed in an office environment during normal business hours, with extended hours and overtime as required by customer and business demands. Compensation depends on the successful candidate’s qualifications and prior experience; no pay range is provided.

Requirements

High school diploma or GED.
At least 4 years of administrative, accounting, and/or invoicing experience.
Ability to communicate effectively with a wide audience range.
Proficiency with MS Office applications.
Ability to perform the essential functions of the job, with reasonable accommodations as applicable.

Responsibilities

Review work orders for accuracy and completeness, following established approval processes and escalating corrections as needed.
Identify and resolve work order approval errors to ensure timely billing.
Manage credit and rebill transactions and handle applicable write-offs for time and materials and warranty claims.
Review COD invoices and contact customers when payment was not received when the work order was created.
Generate, manage, print, and distribute invoices to ensure timely and accurate billing.
Identify and resolve billing discrepancies.
Process and post credit card payments and manage collections for past-due balances.
Support credit application flow to corporate for review when applicable, and mail check payments to the corporate lockbox.
Address and correct Tax ID errors and manage applicable prevailing wage tasks.
Handle customer invoice inquiries, respond to accounting voicemails in the Five9 system, and manage accounts receivable inquiries.
Maintain and update customer billing email addresses.
Support submission of customer tax exemption forms to the Tax Manager for activation.
Manage and maintain certificates of insurance and W9 forms for customer compliance needs.
Follow the service territory backup structure to ensure continuity of operations.
Collaborate with corporate teams and internal departments to support credit applications, tax exemption activation, compliance, and efficient financial operations.
Provide indirect coaching, mentoring, or training to new or less experienced team members when leading their work.
Complete required supplemental training within specified timeframes and support audit compliance by following internal control questionnaires and record-retention policies.
Maintain a working knowledge and understanding of the ITW toolbox and perform in keeping with ITW values and expectations.