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 ensuring accurate order processing, and providing issue resolution following organizational service standards. We ask that you have system navigation skills, working knowledge of QAD, and a understanding of PPG Aerospace products and services. This onsite role will be located in PPG's Atlanta, GA location and will report to the ABS Business Solutions Manager.

Responsibilities

• Respond to customer inquiries through telephone and email, providing accurate information, 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 ensure and accurate resolution of customer issues.

Qualifications

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

• Working knowledge and handson experience with QAD ERP and Shopify systems.

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

• Proficiency in navigating computerized data entry systems and business applications.

• Experience interpreting and responding to customer requests, customer inquiries and complaints.

• Experience assessing the severity of customer issues customer needs and determine appropriate resolution or escalation paths.

• Experience providing detailed troubleshooting and resolutions to users

• Experience establishing procedures to ensure client satisfaction, and followthrough.

• 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, Family Leave and other Voluntary benefit offerings. Actual benefit offerings confirmed at the time of hire.

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