Customer Service Representative

The Customer Service Representative reports directly to the General Manager and indirectly to the Logistics Coordinator, who serves as first-line supervisor. The Customer Service Representative is responsible for providing a professional level of customer service on every call, for accurately taking customer orders and entering them into the dispatch system, and for placing each order in the appropriate spot in the delivery schedule.

The Customer Service Representative is the company’s primary contact with the customer. The Customer Service Representative negotiates available delivery times with customers within the guidelines set by the Logistics Coordinator, who has the final say on whether, and at what time, an order can be taken, and communicates with customers about expected lateness or other issues. The Customer Service Representative also communicates with drivers who are lost or who need special instruction, and routes calls to the right person in the organization.

Together, the Customer Service Representative and the Logistics Coordinator carry out the dispatch function of the company. When the Logistics Coordinator is out for the day, the Customer Service Representative may be assigned to assist with shipping and ticket allocation.

Full-time, hourly, non-exempt. Overtime must be approved in advance by the Logistics Coordinator or General Manager.

The Customer Service Representative is expected to work Monday through Friday and Saturdays as required. A standard workday is 7:00 a.m. to 4:00 p.m.; however, shifts may be scheduled earlier or later by the Logistics Coordinator to match call volume and the delivery schedule. The Customer Service Representative must be flexible in adjusting daily start and/or finishing times to meet the needs of our customers.

Saturday work is scheduled as needed. On rare occasions, Sunday and holiday work may be required.

The Customer Service Representative is expected to perform all essential responsibilities and duties in a manner that ensures a safe and healthful working environment for him/herself as well as those he/she will work around on a daily basis in accordance with all company policies and procedures, including those outlined in the company Safety & Health Manual, the Quality Control Manual, the Environmental Program, and the Progressive Discipline & Counseling policy, as well as all local, state, and federal guidelines.

The Customer Service Representative is expected to be familiar with and consistently comply with the Standard Operating Procedures for Dispatchers.

• Support, encourage, and promote a positive safety culture.
• Report to the Logistics Coordinator, General Manager, and/or the Director of Safety, Environmental & Human Resources in a timely manner any workplace incidents, near misses, and accidents that may involve personal injury or property damage.
• Complete required annual safety training.
• Participate in, and at times lead, weekly safety talks.

• Answer the telephone within three rings whenever possible and greet callers in a polite, courteous, and respectful manner using the company greeting.
• Take orders on the company phone system, or on the company’s approved phone application, so that every call is recorded. Do not take orders on a personal cell phone line that is not recorded.
• Accurately take and enter orders for company products into the company’s computer-based dispatch and batch systems, including the customer and company name, jobsite contact and phone number, correct project, delivery address, mix (strength, air or non-air, aggregate type, and slump), quantity, spacing, type of work, placement method, special products, payment method,…