Job Details

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!

Responsibilities:

• 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

The Ideal Candidate Will Possess:

• 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.