Customer Service Representative/Dispatcher

Full job description

A) Basic Function of the Position:

This position is charged with professionally managing many inbound and outbound calls to and from Ready Mix customers, listening to customers’ needs or issues, and providing helpful solutions to problems. The primary functions include taking concrete orders, setting daily delivery schedules, and communicating delivery requirements with the ready mix team members.

B) Line of Communication and Authority:

The Customer Service Representative reports to the Ready Mix Department Manager, collaborates with the Ready Mix Operations Manager, Ready Mix Plant Managers, and Sales representatives.

C) Skill Sets and Qualifications:

The Customer Service Representative should possess and demonstrate the following skill sets and qualifications:

1. Over 5 years of knowledge and experience in a dispatching or related field

2. Strong customer service skills

3. Persuasive communication skills

Knowledge of ready mix dispatch computer programs, preferably Command Alkon

5. Knowledge of ready mix raw materials and mix designs

6. Quality Control knowledge for concrete and aggregates

D) Specific Responsibilities of the Particular Role:

The Customer Service Representative is responsible for the following specific duties as part of his/her role in the Phillips Companies:

Set hours are Monday-Friday from 7am-5pm
Answering phone calls from customers professionally and responding to customer inquiries and complaints.
Taking concrete orders and scheduling the deliveries.
Coordinates with plant managers to optimize fleet utilization and keep dead heading to a minimum on concrete deliveries.
Participates in Ready Mix Team meetings and projects.
Handling and resolving customer complaints regarding product sales and customer service problems.
Coordinates with company sales reps on pricing and project quotes.
Providing customers with the company's service and product information.
Routing inbound calls to the appropriate resources, identifying escalating priority issues, and reporting to management.
Following up on complicated customer calls where required.
Obtaining and evaluating all relevant data to manage complaints and inquiries.
Admin projects during slow months.
Other duties as assigned.