Operational 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 operational support within an assigned territory. The role focuses on work order approval, invoicing, billing discrepancies, and daily invoice printing. The Operational Support Administrator will also adhere to the service territory backup structure and manage various accounts receivable tasks. This position plays a critical role in ensuring the smooth operation of financial and administrative processes, contributing to the overall efficiency and effectiveness of the organization.  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:

• ENSURES ACCOUNTABILITY:  Promotes a sense of urgency to meet commitments and establishes credibility through individual accountability. Follows established processes for Work Order Review and Approval, including reviewing work orders for accuracy and completeness and escalating corrections as needed. Ensures timely billing by identifying and resolving approval errors for work orders not posted or billed. Manages credit/rebill transactions and handles write-offs for time and materials (T&M) and warranty claims. Reviews COD invoices and contacts customers for payment when not received at the time of work order creation.
• FINANCIAL ACUMEN:  Interprets and applies understanding of key financial processes to make appropriate business decisions. Generates and manages invoices to ensure timely and accurate billing, identifies and resolves billing discrepancies, and prints and distributes invoices daily. Processes and posts credit card payments accurately and manages collections for past-due balances. Supports credit application flow to corporate for review when applicable and mails check payments to the corporate lockbox for processing. Addresses and corrects Tax ID errors and manages tasks related to prevailing wage requirements when applicable.
• CUSTOMER FOCUS:  Anticipates customer needs and provides services that serve to build, grow and maintain effective relationships with customers via communication and responsiveness to inquiries. Handles customer invoice inquiries, responds to accounting voicemails in the Five9 system, and manages accounts receivable customer inquiries efficiently. Maintains and updates customer billing email addresses to ensure invoice efficiency and supports the submission of customer tax exemption forms to the Tax Manager for activation. Manages and maintains certificates of insurance and W9 forms to support customer compliance needs.
• COLLABORATION:  Works cooperatively with others across the organization to achieve shared objectives and partners with others to get work done. Follows and adheres to the backup service territory structure as outlined in the Service Territory backup plan to ensure continuity of operations. Collaborates with corporate teams to support credit application processing and tax exemption form activation, and works with internal departments to maintain compliance and streamline financial operations.
• 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. Completes and attends supplemental training within specified timeframes to ensure corporate compliance and supports audit compliance through adherence to internal control questionnaires (ICQ) and record retention policies.
• 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

Compensation Information:

The pay rate will depend on the successful candidate’s qualifications and prior experience.

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.