Customer Service Manager

Job Summary The Customer Service Manager is a pivotal leadership role responsible for directing the daily operations of the Customer Service and Dispatch departments. This individual ensures that Martin Marietta maintains its reputation as an industry leader by overseeing the seamless execution of the "order-to-delivery" process. The Manager is responsible for balancing high-volume customer demands with the logistical realities of plant capacity and fleet utilization. Beyond operational oversight, the Customer Service Manager acts as the primary liaison between Sales, Operations, and Logistics, ensuring that every customer interaction—from initial quote to final delivery—aligns with the company’s strategic profitability goals and safety standards. Key Duties and Responsibilities Lead, mentor, and evaluate a team of Customer Service Supervisors and CSRs. Set clear KPIs regarding call quality, order accuracy, and customer satisfaction. Oversee the onboarding and continuous education of staff on industry products (mix designs, additives, aggregates), company software, and negotiation techniques. Manage departmental scheduling to ensure 24/7 coverage (where applicable) and lead the recruitment and hiring process for new team members. Direct the workflow of the "order-to-delivery" cycle, ensuring that customer orders are entered accurately and dispatched efficiently. Partner with Logistics and Plant Managers to monitor fleet utilization and plant production "boards," minimizing downtime and maximizing delivery "spacing." Serve as the final point of escalation for complex logistical issues, including equipment breakdowns, weather delays, or high-priority project conflicts. Perform rigorous reviews of customer contracts and purchase orders prior to system entry to resolve pricing, volume, or delivery discrepancies. Collaborate with the Sales team to analyze market trends and usage patterns, ensuring that service levels support high-margin accounts and long-term growth. Oversee the resolution of billing disputes and ensure the department accurately processes credit card payments and "on-account" verifications. Maintain personal contact with key accounts and high-volume contractors to ensure their specific project needs are met and to preemptively address service gaps. Implement and refine a fair and effective process for resolving customer claims in accordance with company policy and consumer laws. Ensure all team members demonstrate a "customer-first" attitude while maintaining professional composure in a high-pressure, fast-paced environment. Ensure all delivery instructions and site-specific notes prioritize the safety of drivers and customer personnel on-site. Verify that all digital and physical paperwork complies with DOT, environmental regulations, and Martin Marietta’s internal safety protocols. Work with Dispatch to identify and communicate potential hazards at job sites to the driving fleet. Qualifications Education Bachelor’s degree in Business, Logistics, Construction Management, or relevant experience in lieu of a degree. Work Experience 7+ years of progressive experience in Customer Service or Logistics Management, preferably within the Building Materials or Construction Industry. Knowledge, Skills, and Abilities Supervision Coaching Effective communicator (written and spoken) Organizational skills Problem solving Sales aptitude Customer service skills Budget management Additional Details Physical Requirements Ability to sit for extended shifts. High visual acuity for reading detailed reports and multiple computer monitors simultaneously. Capacity to manage a high volume of inbound calls and radio traffic without loss of accuracy. High demand for reading detailed reports, tracking software, and entering data into central order systems. Able to work overtime and weekends as needed. Working Conditions High-stress and fast-paced. Must be able to resolve conflicting demands such as equipment breakdowns, driver delays, and urgent customer requests simultaneously. Disclaimers In addition to the primary responsibilities outlined, the successful candidate may be expected to take on other tasks and assignments as required, including but not limited to duties outside the typical scope of the role to support overall team operations and organizational needs. Flexibility and adaptability to evolving job demands are essential. The hiring range for this position is $100,000 -$130,000 exclusive of benefits or bonuses (discretionary and non-discretionary). The offered base compensation will be determined based on factors such as geographic location, business need, market conditions, proficiencies, skills, education, and experience. Additionally, at Martin Marietta we place a high value on internal pay equity and will consider the compensation for those in similarly situated roles and direct team members. The hiring range for this role represents the base compensation we expect to pay for the position at time of hire and does not represent the total possible base pay of the position. In addition, this role is eligible for our annual bonus program. Bonuses awarded under this program are determined based on the performance of the organization and the employee. In addition to our base compensation, we also offer a competitive benefits package for full-time employees, including medical, dental and vision coverage; prescription drug coverage; health savings accounts; flexible spending accounts; and life, AD&D and disability insurance. We also encourage our employees to plan for the future by offering a 401(k) with a company match and an employer-funded defined benefit pension plan. Other benefits include paid time off, paid holidays, education/tuition assistance, an employee discount program, adoption assistance, wellness programs and more. #J-18808-Ljbffr