Flagger Force

Order Processing Specialist

LocationHummelstown, PA
Job Typefull_time

About This Job

Brief Description

Flagger Force, an industry leader in traffic control, is currently hiring an Order Processing Specialist. This position will be based out of our operations center, located in Hummelstown, PA.

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.

Primary 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
Navigate internal client ordering platforms and external client specific platforms
Assist in maintaining email order inbox
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
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
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)
Maintain basic knowledge of Office & Field Policy.
Maintain 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 w/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


Requirements

Associates degree or bachelor’s degree preferred
Demonstrated customer service experience required
Prior customer service experience in a call center or related environment preferred
Proficient with Microsoft Office products (Work, Excel, PowerPoint, Teams, etc)
Proficient communication skills (verbal & non-verbal)
Attention to detail in communications
Active listening skills
Able to maintain calmness and reset after each call
Collaborative team-based attitude
Time management and prioritization abilities
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

Summary Flagger Force is an industry leader in traffic control. Utilizing robust technology resources and expertise, we support the nation’s infrastructure, utilities, and other service industries throughout the eastern United States. Flagger Force provides a supportive work environment centered on our organization's values, vision, and mission. The leadership team believes that our most important asset is our employees. 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. #INDKronos

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