Order Processing Specialist I (Monday-Friday 11am-8pm)

Flagger Force•Hummelstown, PA

About The Position

The Order Processing Specialist I responds to client order inquiries with timely action, accuracy, and professional communication while working in accordance with Flagger Force’s values, vision, and mission. The role supports client order creation and modification, helps clients follow ordering best practices, and identifies when orders or job-site conditions require escalation to an Advanced or Senior Specialist or a Supervisor/Manager. The position navigates internal and client-specific ordering platforms, maintains the email order inbox, and enters or edits orders and standing orders. It also supports storm-response order needs, determines standard work-site resources and equipment, communicates order changes to operations teams, and provides support for resource allocation. The role collaborates with peers, OSC departments, and Field Operations and follows company processes and procedures. Flagger Force describes itself as an industry leader in traffic control, supporting infrastructure, utilities, and other service industries throughout the eastern United States. It offers a supportive work environment centered on its organizational values, vision, and mission.

Requirements

Proficiency with Microsoft Office products, including Word, Excel, PowerPoint, and Teams.
Proficient verbal and non-verbal communication skills.
Attention to detail in communications.
Demonstrated customer-service ability.
Active-listening skills.
Ability to remain calm and reset after each call.
Collaborative, team-based attitude.
Time-management and prioritization skills.
Ability to complete required work-zone training courses.
Steel-toed boots, or the ability to obtain them before employment.
Associate degree.
Demonstrated customer-service knowledge or experience.
High school diploma.

Nice To Haves

Prior customer-service experience in a call center or related environment.

Responsibilities

Respond to client order inquiries with timely, accurate, and professional communication.
Support client issues and recognize when to escalate them to a Supervisor or Manager.
De-escalate client communications, including phone calls and emails.
Coach clients on demonstrated ordering best practices.
Navigate internal client ordering platforms and external client-specific platforms.
Assist in maintaining the email order inbox.
Accurately enter and edit client orders, including address, start-time, crew-size, work-order number, TCR, standing-order, and equipment updates.
Recognize changes from standard to complex setups and escalate them appropriately.
Identify and escalate orders that convert to or require 24-hour operations to an Advanced or Senior Specialist.
Extend and modify existing standing orders and update the standing-order spreadsheet.
Capture client storm-response needs and escalate them in the appropriate Teams chat.
Assist Advanced and Senior Specialists with approved storm-response order creation.
Use general work-zone knowledge and Google Maps to identify work locations, road types, resources, and equipment needs.
Advise clients on resources and equipment required for standard work sites and escalate complex work sites to an Advanced or Senior Order Processing Specialist.
Identify state requirements for taking a road, including field-employee certifications, truck loadout, and equipment.
Create orders with appropriate resources and equipment.
Identify and escalate orders that may require heavy equipment, a specialist, custom signs, or PRECON.
Create a PRECON meeting request on SharePoint when job-site conditions require one.
Maintain basic knowledge of Office & Field Policy and working knowledge of client-services SOPs.
Communicate order modifications to OSC teams and Field Operations.
Enter equipment requests accurately and understand resource availability.
Provide marginal support to resource allocation alongside other operations-services teams.
Collaborate with peers, all OSC departments, and Field Operations; work in alliance with Flagger Force processes and procedures.
Complete other duties as assigned by leadership.
Successfully complete required work-zone training courses, including crew-member training at the local Pennsylvania facility, internal work-zone training at the OSC, New Jersey Traffic Control Coordinator (NJTCC), and National ATSSA training.