Service Administration Supervisor

Service-focused administrator wanted!
Reference number: 12281

 

RATIONAL USA is seeking a service-minded administrative professional to join our fast-paced, fast-growing team!  RATIONAL is the leading global manufacturer of commercial combi ovens and offers the most beneficial cooking solution for professional kitchens.

 

The main responsibility of Service Administration Supervisor (SAS) is the correct credit and debit management towards Service Partners (RSPs) and end customers. SAS is also responsible for dispatching installation, warranty, and end- customer invoice work orders to service partners. SAS works closely with the key accounts Customer Success Manager and our external Contact Center partner to ensure maximum customer benefit. She/he has service administration team of 3-4 reporting directly to them.  As the continuous improvement of our systems and processes is necessary to keep up with service business growth, the SAS is also responsible for rate/discount management and upkeep of RSP data in SAP and Salesforce, contract management and onboarding of new service partners.  For this reason, SAS is considered Key User in SAP/Salesforce and also customer portals such as ServiceChannel and Corrigo Pro.  Finally, the SAS also works in close cooperation with the head technical trainer to provide oversight of training equipment, training lodging and communication with training attendees.

 

 

ESSENTIAL RESPONSIBILITIES include the following. 

 

  • Manage credit/debit management towards RSPs and end customers
  • Manage dispatching process including service resources
  • Manage onboarding process of service partners
  • Management of RSP data/rates in SAP/Salesforce
  • Develop/coach service administration team
  • Research payment inquiries
  • Service-related credits (tax/invoice corrections)
  • Incentivize and work with service partners to improve service business
  • Hiring, training, and managing service admin staff in best consumer service practices
  • Suggesting improvements to service administration to higher management and staff
  • Implementing improvements to service administration
  • Prepare a monthly report

 

QUALIFICATIONS include:

 

  • High school degree or higher
  • 5+ years in service administration
  • 2+ years of supervisor or team lead experience
  • Working knowledge of office automation tools such as E-mail, MS Office, Windows
  • Strong knowledge in Excel
  • Strong knowledge in Salesforce
  • Strong knowledge in SAP
  • Basic knowledge in common service management systems, i.e. Corrigo, ServiceChannel preferred

 

The Service Administration Supervisor will be physically based from our Rolling Meadows, IL office.  RATIONAL is an Equal Opportunity Employer and offers competitve salaries and outstanding benefits including workplace flexibility, health and retirement benefits, profit-sharing, and more.  Check us out at www.rational-online.com.

 

We look forward to receiving your application!  Your referral is also welcome.  In case of any questions please do not hesitate to contact Latesha Williams at l.williams@rational-online.com.