Customer Service Representative (Annapolis, MD

Customer Service Representative

The Customer Service Representative is responsible for receiving, accurately entering, and processing inbound customer orders for concrete and aggregate products. The incumbent serves as the primary point of contact between customers, dispatch personnel, and plant operations to ensure timely, accurate, and professional order fulfillment. This role supports the overall efficiency of the Customer Service Center by managing order integrity, resolving customer concerns, and facilitating cross-functional communication.

The position contributes directly to customer satisfaction, operational quality, and the Company's commitment to safe and reliable product delivery.

Essential Duties & Responsibilities

The following duties are considered essential functions of this position. Other duties may be assigned.

• Receives inbound customer orders via telephone for concrete, sand, gravel, and related aggregate products, ensuring all order details are captured completely and accurately.
• Enters customer orders into the Company's dispatch and order management systems with precision, verifying all data prior to submission to prevent erroneous deliveries or fulfillment errors.
• Reviews order details with each customer to confirm sufficient quantities, correct material specifications, accurate delivery addresses, scheduled delivery windows, driving directions, and any applicable special instructions.
• Educates customers on available products, recommends appropriate materials based on project requirements, and directs customers to Company digital resources and self-service tools for ongoing reference.
• Processes cash-on-delivery orders by providing accurate price and quantity quotations based on established zone pricing; verifies and approves all required information for credit card transactions and processes payments through the designated telecheck or payment processing system.
• Monitors daily Key Performance Indicator dashboards to track order volume, delivery performance, and service metrics, escalating anomalies or concerns to the appropriate manager in a timely manner.
• Receives, investigates, and resolves customer complaints by identifying appropriate solutions within established authority; documents all complaints and, when necessary, escalates unresolved issues to the Customer Service Manager, Sales, Operations, or the Safety department for follow-up and resolution.
• Coordinates daily with Customer Service Center personnel, dispatch professionals, and plant staff to facilitate efficient, effective, and on-time product deliveries.
• Promptly notifies the Safety department, Operations Manager, or other designated personnel of any reported accidents, material spills, job site hazards, or safety concerns that arise in the course of customer or operational communications.
• Maintains organized and accurate records of all order transactions, customer interactions, complaint resolutions, and related documentation.
• Supports continuous improvement of the customer experience by identifying recurring order issues, process gaps, or customer feedback trends and communicating observations to supervision.
• Performs all duties in compliance with Company policies, safety standards, and applicable regulatory requirements.

Required Qualifications

Demonstrated written and verbal communication skills sufficient to interact professionally with customers, dispatch personnel, and operations staff. Proficiency in basic mathematical skills, including the ability to calculate quantities, pricing, and delivery zone charges accurately. Proficiency in computer operation, including Microsoft Office applications and order management or dispatch systems. Strong data entry skills with attention to detail and a high degree of accuracy.

Excellent interpersonal skills with the ability to build and maintain positive relationships with customers and internal team members. Ability to perform effectively in a high-volume, fast-paced, and occasionally high-stress work environment. Ability to read maps and provide clear written and verbal directions; familiarity with online mapping and navigation tools.

Preferred Qualifications

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