Order Processing Specialist I

## Overview 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. ## 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 **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 ## Qualifications - 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 Preferred experience: - Prior customer service experience in a call center or related environment *Flagger Force is an industry…