Customer support Administrator

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

• 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

• 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

• Regularly required to sit
• Operates standard office equipment
• Office environment
• Noise level in the work environment is usually moderate
• Normal business hours with extended hours as needed
• Overtime as required by customer and business demands