Customer Service Specialist

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!

Customer Service Specialists are the front-line meaning CS Specialists are the first point of contact for our customer’s queries/concerns. To be successful in this role you must have a passion for providing first class Customer Service. The CS Specialist is a key role in the organization that drives our success!

• 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 request 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.
• No license or Certifications required to perform job duties.