Service Specialist I

Position Overview Title: Service Specialist I Reports to: Tam Restivo, BeHIVE Customer Service Coach Direct reports: N/A Pay Type: Hourly Work Base Classification: Onsite PrimaryMissionThe Service Specialist will serve as a knowledgeable and friendly service professional who helps maintain and grow existing relationships by providing support, follow up and answers to our internal (account managers/traders) and external (industrial/dealer vendor accounts) customers with zeal and tenacity.Accountabilities Answer Recycling Center Overflow CallsEducate and empower our customers to get the best value for their metal, paper, plastic, or electronic scrap. Become an expert on PADNOS recycling capabilities. Escalate critical support issues to the appropriate internal channel. Escalate leads and issues to Service Specialist IIReceive and Process All Vendor-Related Service Requests and Standard InquiriesBox/trailer switches entered into logistics software Schedule dock appointments Create scheduled receivers Special Documentation Requests (Bills of Lading, Receivers, etc) Payment status inquiries Contact and other ERP or CRM data updates Mainsaver/special asset requests Predetermined brokerage creationManage Contract Entry for Spot Purchases and SalesConvert spot contract requests from Salesforce into RIMAS purchase and sales contractsProcess Special Requests for Internal and External CustomersExpedited Payments- Scale and AP Service Failure/Trip Not Ready Notifications Generate solutions to exception problems as they ariseOutcomesManagement of Service Desk tickets, keeping average case closure time under 120 minutes. Maintain a high level of customer satisfaction through the aggressive pursuit of solutions for the customers, both internal and external. Self-assignment and ownership of cases as supplied by internal and external customers, driven by a personal desire to personally see problems solved completely. Full closure to all outstanding inquiries and cases by the end of each day. A strong interpersonal bond with internal and external customers, formed by earning their confidence through repeated and high-level responsiveness.CompetenciesExceptional desire to support fellow team members in a manner that is helpful, intuitive, value-adding, and enthusiastic. Microsoft office experience including Microsoft Excel. Excellent oral, written, and interpersonal skills. Ability to manage large amounts of inbound and outbound calls in a timely manner. Ability to be resourceful and proactive in dealing with issues as they arise. Ability to organize, multitask, prioritize, and work under pressure. Ability to solve problems logically and critically. Broad foundational knowledge of internal business processes. Cross functionality across multiple business groups. Possess a knowledge of organization-wide network of key players and decision makers. Ability to build sustainable relationships and follow the platinum rule.PADNOS is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation or any other classification protected by Federal, State or local law.