Customer Service Representative- Webstore

The Aerospace Webstore Customer Service Representative manages the daytoday administrative and customer service operations supporting the Aerospace webstore. You will be a primary contact for customers responding to inquiries through the Shopify administration portal email and telephone ensuringaccurateorder processing and providing issue resolution following organizational service standards. We ask that you have system navigation skills working knowledge of QAD andaunderstanding of PPG Aerospace products and services. This onsite role willbe located inPPGs Atlanta GA location and will report to the ABS Business Solutions Manager.

Responsibilities

• Respond to customer inquiries through telephone and email providingaccurateinformation problem resolution and followup following service standards.

• Receive and place telephone calls that are routine but may require deviation from standard scripts screens or procedures to resolve customer needs.

• Process customer orders service requests and complaints; respond directly or route inquiries to sales representatives or technical/service departments.

• Maintain detailed and current knowledge of PPG Aerospace products services and webstore functionality.

• Analyze customer service trends and needs and communicate findings to sales service and technical teams to support continuous improvement.

• Maintain customer and order data using QAD and other relevant computerized data entry systems.

• Support administrative responsibilities related to the Aerospace webstore including order tracking documentation and system coordination.

• Ensure compliance with internal procedures quality standards and customer service policies.

• Collaborate with internal departments to ensureandaccurateresolution of customer issues.

Qualifications

• 2years experiencein a customer service or administrative support role in a manufacturing or aerospace environment.

• Working knowledge and handson experience withQADERP and Shopify systems.

• We prefer experience with PPG Aerospace products and services or the ability to quickly develop this knowledge.

• Proficiencyin navigating computerized data entry systems and business applications.

• Experience interpreting and responding to customer requests customerinquiriesand complaints.

• Experience assessing the severity of customer issues customer needs anddetermineappropriate resolutionor escalation paths.

• Experience providing detailed troubleshooting and resolutions to users

• Experienceestablishingprocedures to ensure clientsatisfaction andfollowthrough.

• Only U.S. Citizens Green Card holders and political asylees or refuges are eligible to apply

• Experience supporting ecommerce or webstore platforms.

• Experience handling support requests from a variety of different channels in a fastpaced customerfocused environment.

• Problemsolving mindset beyond scripted responses.

• Strong collaboration skills and comfort working crossfunctionally.

PPG offers comprehensive benefits such as Health Dental Life Retirement Plan Paid Vacation and Holidays Employee Assistance Program (EAP) Disability/Leave FamilyLeaveand other Voluntary benefit offerings. Actual benefit offerings confirmed at the time of hire.

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