Order Processing Specialist I: Client Support & Coordination

Flagger Force, Inc; Pennsylvania; On-site; USD 38,000 - 52,000; Full time

Job description

Overview

The Order Processing Specialist is responsible to respond to client order inquiries with timely action, accuracy, and professional communications while working in accordance with company values, vision, and mission.

Responsibilities

• Provide support for client issues and the ability to recognize when to elevate to a Supervisor/Manager.
• Ability to effectively de-escalate communications (phone calls, emails, etc.) with clients; recognize when to elevate to a Supervisor/Manager.
• Coach client on best demonstrated ordering practices, proficient within 6 months.
• Navigate internal client ordering platforms and external client specific platforms. Proficiency within 6 months
• Assist in maintaining email order inbox, proficient within 6 months
• Accurate entering and editing of client orders (Address change, start time change, crew size change, WO# change, TCR update, standing orders, equipment needs.) and recognize when scope of work changes from standard to complex setup and elevate accordingly. Proficiency within 6 months
• Identify and elevate orders converting to or requiring a 24-hour operation to an Advanced or Senior Specialist
• Extend and modify existing standing orders and update standing order spreadsheet.
• Capture client storm response needs and elevate in appropriate Teams chat. Assist Advanced and Senior specialists with approved storm response order creation
• General knowledge of work zones. Proficient within 6 months.
• Navigate Google maps to identify where client will be working to determine road type, resources and equipment
• Advise the client what resources and equipment will be required for standard work sites. Elevate complex work sites to Advanced or Senior order processing specialist
• Properly identify state requirements to be met to take the road such as field employee certifications, truck loadout or equipment
• Create order with appropriate resources and equipment
• Identify and elevate orders that potentially will require heavy equipment, specialist or custom signs, and/or PRECON
• Create a PRECON meeting request on SharePoint when required by job site condition(s)
• Basic knowledge of Office & Field Policy.
• Working knowledge of all client services SOP
• Communicate order modifications to OSC teams and Field Operations
• Enter Equipment request with accuracy
• Understand resource availability
• Provide marginal support to resource allocation along with other operations services teams
• Other duties as assigned by leadership
• Collaborate with peers, all OSC departments and Field Operations
• Work in alliance with Flagger Force processes and procedures

What Flagger Force Offers:

• Medical, vision and dental insurance
• 401k with company match
• Generous paid time off
• On-site fitness facility
• Paid holidays
• Health savings account
• Company paid benefits (long term disability and basic life/AD&D)
• Employee assistance program
• Tuition and education assistance
• Employee appreciation events
• Giving back to the communities we serve through paid volunteer time off,
• Professional development opportunities

Qualifications

• Proficiency with Microsoft Office products (Word, Excel, PowerPoint, Teams, etc)
• Proficient communication skills (verbal & non-verbal)
• Attention to detail in communications
• Demonstrated customer service
• Active listening
• Able to maintain calmness and reset after each call
• Collaborative team based attitude
• Time management and prioritization
• Successfully complete work zone training courses, to include but not limited to: Crew member training at local Pennsylvania facility Internal work zone training at the OSC New Jersey Traffic Control Coordinator (NJTCC) National ATSSA
• Steel toed boots or the ability to obtain prior to employment.

• Associates degree

• Demonstrated customer service knowledge or experience

Preferred experience:

• Prior customer service experience in a call center or related environment

Flagger Force is an Equal Opportunity Employer. Flagger Force's policy is to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, military status, sexual orientation, genetic information, or any other protected status under applicable law

Education

High School Diploma