Customer Service Representative and Shipper / Ready Mix Dispatcher

Customer Service Representative and Shipper / Ready Mix Dispatcher

Harrison Construction Company, a CRH company, has been the preferred source for ground-level site construction throughout eastern Tennessee and western North Carolina since 1947. Committed to quality, service, and safety, our integrated products and services enable us to build and manage site development projects from concept through construction. CRH is the number one asphalt producer and paver, the largest aggregates producer, and the second largest ready-mix producer in North America. We are also the number four cement producer in North America and a leader in Canada.

Position Overview: Administrative support member essential to the efficient operation of Ready Mix delivery by order taking, customer communication, and record keeping. This position is responsible for shipping tickets to plants for concrete production while maintaining our schedule to ensure customer satisfaction. The shipper/dispatcher will process, coordinate, and communicate the phone sales and distribution of concrete products with multiple plants, drivers, customers, and customer service representatives on any issues or delays. They will also take orders during high call periods.

Key Responsibilities: This position is responsible for answering the phone promptly with a pleasant and accommodating demeanor and for handling customer requests in a detailed, timely, and professional manner. The Customer Service Representative is also expected to be a consultative source of support for our customers on current and future orders and to promote value-added products. This role will also be instrumental in negotiating delivery times with customers, problem-solving, and fostering lasting business relations with our customers. The Customer Service Representative must also be able to function effectively in a fast-paced demanding environment and have flexibility to work longer hours as needed and/or on weekends.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Education/Experience: High school education or GED preferred. Strong customer service background. Demonstrated teamwork ethic; work/communicate well with other departments. Work Requirements: Compliance with company safety standards and policies. Interface directly with customers, managers, vendors, and agencies either by telephone, electronically, or face to face. Obtain and evaluate all relevant information to handle product and service inquiries. Must be aware of special jobsite conditions that require special spacing, slump requirements, and other circumstances. Provide pricing and delivery information. Organize workflow to meet customer timeframes. Respond promptly to customer inquiries. Build rapport with customers and establish good working business relationships. Enter orders into concrete dispatch system. As issues arise, takes appropriate action. Communicates with the appropriate parties, such as managers, supervisors, sales, and customers. Schedules trucks and drivers using dispatch software. Maintains knowledge of market logistics. Reviews incoming orders for accuracy prior to delivery. Interacts with customers both internal and external to determine needs and assist with orders. Records and enters driver start times into scheduling system. Ensures the company and drivers adhere to Federal and TDOT transportation guidelines. Proficient in Windows, Outlook, Excel, Word, and PowerPoint. Make every effort to accommodate the customers' requests or needs. Take ownership of and effectively manage and resolve customer issues. Prepare and send requested reports and/or information to customers and/or other Harrison departments to meet customer timeframes wherever possible. Utilize GPS tracking software and enter orders in the scheduling software. Recordkeeping of customer interactions and transactions. Communicate and coordinate with internal departments. Assist in dispatch as needed. Attendance required according to company attendance policy to ensure crew is operating at normal efficiency level. Maintain composure while handling stressful situations. Flexibility to work longer hours as needed and/or on weekends.

Knowledge/Skill Requirements: Excellent verbal and written communication skills. Good computer skills; proficiency with Microsoft Office suite. Thorough; detail-oriented and accuracy is key.

Physical Requirements: While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel objects or controls. The employee frequently is required to talk or hear. The employee is required to stand, walk, and reach with hands and arms.

Work Environment: The statements included in this job description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform the job. Other duties may be assigned as required. Requirements for this job are subject to modification by the Company and its designees, and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What CRH Offers You: Highly competitive base pay. Comprehensive medical, dental, and disability benefits programs. Group retirement savings program. Health and wellness programs. A diverse and inclusive culture that values opportunity for growth, development, and internal promotion.

About CRH: CRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies, and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of a large international organization.