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 Territo…

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