Customer Service Representative (Annapolis, MD)

Job Description

Job Description

Customer Service Representative

Department:

Customer Service

Reports To:

Customer Service Supervisor/Dispatch Manager

Location:

As Assigned

FLSA Status:

Non-Exempt (Eligible for Overtime) — This position is classified as non-exempt under the Fair Labor Standards Act, meaning the incumbent is eligible to receive overtime pay for all hours worked beyond 40 in a workweek.

Schedule:

Full-time, 40 hours per week; schedule as assigned

Supervisory Responsibility:

This position carries no supervisory responsibility.

Compensation Grade:

TBD — Pending Compensation Grade Structure

Position Summary

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

• Previous experience in a customer service, order entry, or call center environment.
• Bilingual proficiency in English and Spanish.

Education

High school diploma or equivalent required; or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the position.

Work Environment

Condition

✔

Indoor/Office Setting

Work is performed primarily indoors in an office or customer service center environment.

✔

Temperature Control

Work environment is generally climate-controlled.

✔

Computer-Based Work

Sustained use of computer equipment, telephone systems, and order management software is required throughout the workday.

Noise Level

Level

✔

Moderate

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made.

Physical Demand

Requirement / Frequency

✔

Sitting

Approximately 8 hours per day

✔

Keyboarding and Data Entry

Frequent throughout the workday

✔

Telephone Use

Frequent throughout the workday

✔