Customer Service Specialist

Overview

PPS is seeking a detail-oriented Customer Service Specialist for our fabrication facility in Phoenix. This is a full-time, permanent role with benefits and room for growth!

• Handle and direct incoming phone calls in assigned division.
• Manage customer inquiries via phone, email, and Freshdesk;
  Tickets are initiated in Freshdesk (Ticketing System) so experience in Freshdesk CRM is a plus (Not required).
• Respond and resolve Tickets within department SLA.
• Become expert in entering orders using our EDI System.
• Collaborate with colleagues and necessary departments to attain solution.
• Act as backup for other divisions as necessary per organizational needs.
• Perform data entry tasks for customer order fulfillment.
• Respond to customer queries/complaints and submit claim/credit requests on customers' behalf.
• Diligently identify and report ongoing concerns/issues to upper management for resolution.

• High School Diploma/GED
• Customer service or any customer facing experience
• Must possess excellent communication and great problem-solving skills
• Must have adequate time management and ability to prioritize tasks
• Must be able to de-escalate an escalated matter
• Possess the capacity to express empathy
• Ability to follow SOPs and instructions
• High attention-to-detail
• Ability to document (and follow documentation) regarding customers, orders, etc.

Job Number: 4455