Order Processing Specialist I

Flagger Force, LLC•Swatara Township, PA

2d•Onsite

About The Position

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.

Requirements

Proficiency with Microsoft Office products (Work, 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

Nice To Haves

Prior customer service experience in a call center or related environment

Responsibilities

Provide support for client issues and the ability to recognize when to escalate to a Supervisor/Manager.
Ability to effectively de-escalate communications (phone calls, emails, etc.) with clients; recognize when to escalate 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 escalate accordingly. Proficiency within 6 months
Identify and escalate 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 escalate 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. Escalate 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 escalate 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