Customer Service Representative / Dispatcher

Customer Service Representative/Dispatcher

The primary responsibility of this position is to provide customer service to clients relating to the construction and concrete industry as well as aiding in the dispatch of ready-mix trucks to their sites. In addition, the position will handle sales and take customer product orders. The Customer Service/Dispatcher must be able to solve practical problems, communicate effectively and decisively with drivers, customers and with all levels of the organization.

Position Essential Functions Responsibilities:

• Order Management Receive, enter, and confirm customer concrete orders, ensuring accuracy in mix type, quantity, delivery time, and jobsite details.
• Dispatch Coordination Schedule and dispatch ready-mix trucks to job sites based on order priority, truck availability, and delivery timelines.
• Customer Communication Serve as the primary point of contact for contractors, project managers, and internal teams; provide updates, resolve issues, and maintain strong customer relationships.
• Logistics Planning Monitor truck locations, delivery progress, and plant production to adjust schedules in real time and minimize delays.
• Problem Resolution Troubleshoot delivery challenges such as jobsite delays, traffic issues, equipment breakdowns, or mix adjustments.
• Production Coordination Communicate with batch plant operators to ensure timely loading and accurate mix production.
• Ticketing & Documentation Generate delivery tickets, verify order details, and maintain accurate records for billing and compliance.
• Safety Compliance Ensure all dispatch activities follow DOT regulations, company safety policies, and jobsite requirements.
• System Monitoring Use dispatching software to track orders, truck status, delivery times, and performance metrics.
• Team Collaboration Work closely with drivers, plant managers, sales teams, and quality control to ensure smooth daily operations.
• Quality Support Communicate customer requests for slump changes, additives, or mix adjustments to QC and production teams.
• Daily Reporting Prepare end-of-day summaries, delivery logs, and operational reports as required.

Qualifications:

• 2+ years of customer service, inside sales, dispatch support, or related experience preferred
• Valid Driver's License
• Experience in construction materials, trucking, logistics, ready mix, aggregate, or related industries is strongly preferred
• Strong communication and interpersonal skills
• Ability to multitask and prioritize in a high-volume, fast-paced environment
• Detail-oriented with strong data entry accuracy
• Proficiency in Microsoft Office and dispatch/order management systems
• Ability to work extended hours, and occasional weekends as needed
• This person needs to have excellent and clear communication skills (bilingual in English/Spanish is a plus)
• Be well-organized.
• Have strong customer service skills.
• Dispatching experience is a plus.
• Experience in the concrete/construction industry is also a plus.
• Strong communication and interpersonal skills
• Excellent organizational skills and attention to detail
• Ability to manage multiple priorities in a fast-paced environment
• Strong problem-solving skills and ability to remain calm under pressure
• Proficiency in Microsoft Office and order entry/customer management systems
• Ability to work collaboratively with operations, dispatch, drivers, and sales teams
• Basic understanding of sales processes, customer account management, and service follow-up preferred

No smoking is permitted on or within company property, including inside trucks, buildings, or anywhere on the premises.

Physical Requirements:

• Lift 20 pounds regularly on occasion.
• Use one or two hands to grasp, move, or assemble objects
• Stand for long periods of time.
• Kneel, stoop, crouch, bend, stretch, twist or crawl.
• Hear sounds and recognize the difference between them.
• See details of objects that are less than a few feet away.
• See differences between colors, shades, and brightness.

Silvi Materials does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.