Ready Mix Customer Service Lead

Ready Mix Customer Service Lead

United Companies, is a CRH Company. Our purpose, commitment to the future, and formula for growth is to champion the safety, empowerment, and development of our employees. We strive to be The Preferred Source of quality sand, rock, landscape products, ready-mixed concrete, asphalt, paving and construction services. We succeed as a team by embracing integrity, mutual respect, innovation, service, sustainability, and financial strength.

Position Overview: This is a skilled position requiring the individual to effectively schedule and dispatch material orders from customers. This position requires speaking with customers on the phone, making good customer relations skills essential and requires a basic knowledge of the construction industry. Wage ranges from $26 to $30 per hour dependent on experience.

Key Responsibilities

• Manage Customer Service Team, including training, timecards, time off, managing the lunch hour, quality assurance of customer calls/handling, employee warning statement (approved by supervisor) and annual performance reviews.
• Manage all physical Tablet needs as well as initial setup, administration, verification of required lines of service, required licenses and provide general support to production and delivery staff as related to tablet devices.
• Administrate Command Series for United Companies including, new user, new employee additions, plant schedule default times and Command Track Admin.
• Manage the phone system on hold message, call routing, call recording, etc.
• Manage Whip Around new user, shop & equipment setups for United Companies
• Manage Motive including new user, employee and equipment setups as well as provide trucking foremen with assistance related to incident reviews and driver coaching opportunities.
• Manage the Daily Truck Time process and verify calculations and transmittal of documentation to sales for invoice processing.
• Manage Trakit including new user, employee, equipment setups and status loop maintenance.
• Will provide Performance Reporting as required to Production Foreman and Department manager as necessary including, On Time Reporting, Startup/Shut Down review and sales volumes by customer & plant, hired hauler monthly cost per cubic yard reporting.
• Assist with answering customer calls following Order Taker & Scheduler and work with Scheduler to identify future schedule improvement opportunities.
• Attend daily scheduling calls and assist with scheduling conflicts and allocate fleet based on demand.
• Ensure timely and accurate material delivery to the assigned job site.
• Maintain communication with current and future customers.
• Maintain dispatch facilities and keep in good working order all necessary equipment.
• Provide the Department Manager with requests for new or replacement equipment when necessary.
• Perform other duties as assigned by supervisor.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Education/Experience High School diploma or general education degree (GED) required. Knowledge of the concrete and construction industry is preferred. 2 years of experience in order taking and concrete dispatch is preferred.

Work Requirements Must be 18 years in age or older. Must pass pre-employment physical, drug screen and criminal background check. Strict adherence to safety requirements and procedures as outlined in the Employee Handbook. Willingness to work independently within in a team environment and assist the team with other duties as required. Must be willing to travel and work away from home when required.

Knowledge/Skill Requirements Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write correspondence. Ability to effectively present information in one on one and small group situations to customers, clients, and other employees of the organization. Ability to add, subtract, multiple and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ration, percent, land to draw and interpret bar graphs. Ability to apply common sense understanding to carry out detailed, but uninvolved written or oral instructions. Ability to work well with others in a group or one on one setting. To perform this job successfully, an individual should be able to type and use keyboards accurately and have a strong working knowledge of Database software.

Key Competencies

Customer Service - Manages difficult or emotional customer situations; Responds promptly to needs. Teamwork - Contributes to building a positive team spirit. Judgment - Exhibits sound and accurate judgment. Planning/Organizing - Uses time efficiently. Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Accepts responsibility for own actions. Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly. Adaptability - Adapts to changes in the work environment; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events. Attendance/Punctuality - Is consistently at work and on time. Dependability - Follows instructions, responds to management direction; Commits to long hours of work when necessary to reach goals. Initiative - Asks for and offers help when needed; able to consistently work independently. Innovation - Generates suggestions for improving work. Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Able to communicate with others by email, telephone and in person. Able to utilize a computer for word processing, email communication, and preparation of documents and presentations. Able to regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Ability to frequently walk and sit as well as occasionally required to stand and reach. Ability to occasionally climb stairs, ladders, inclined walkways, and access elevated platforms.

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 large international organization.