Customer Service Representative (Annapolis, MD)

Job Description

Summary/Objective:

The Customer Service Representative is responsible for receiving, accurately entering and processing customer orders for concrete and aggregates. Works closely with the Dispatchers to ensure quality service and the timely delivery of ordered products.

Essential Functions:

Receive customer orders over the phone for shipment of concrete and sand and gravel. Enter customer orders in computer system and ensure information is entered accurately to avoid erroneous deliveries and errors.

Review information with customer to ensure sufficient quantities and materials are ordered. Verify delivery dates and times, delivery addresses, directions and any special instructions are accurate.

Educate customers on products and make recommendations. Provide customers with the company website for valuable customer tools and resources.

Process COD orders which includes quoting prices and quantities according to zones. Verify and approve all necessary information for credit card charges. Process credit card sales through telecheck machine.

Interact daily with CSC personnel, customers, delivery professionals and plant personnel to ensure efficient and effective deliveries.

Monitor daily KPI dashboards.

Troubleshoot customer complaints and provide an appropriate resolution to the problem. Document and if necessary elevate to Manager and/or other appropriate manager (Sales, Operations, CCO, Safety) for resolution and follow-up.

Promptly notify Safety, Operations Manager or other appropriate personnel of any accidents, material spills, or job site safety issues which may arise.

Other duties as assigned.

Non-Essential Functions:

Maintain customer relations with all customers.

Perform miscellaneous administrative functions as required.

Assist Dispatchers as needed.

JOB SPECIFICATIONS

Work Environment:

Work time will be indoors/office.

Noise level will be moderate.

Physical Demands:

Sit approximately 8 hours per day.

ADDITIONAL QUALIFICATIONS

Experience:

Previous experience in a customer service or call center environment preferred.

Special Skills:

Written communication, verbal communication, and basic mathematical skills.

Ability to use a computer including Microsoft Office, Dispatch system.

Data entry skills.

Excellent interpersonal skills.

Ability to work in a high-stress, fast-paced environment.

Able to read maps and provide written and verbal directions. Familiar with on-line tools for maps and directions.

Certifications:

N/A

Industry Related Experience or Skills:

N/A

Education Required: High School

Preferred Education: N/A

Bilingual in Spanish Preferred: Yes

Full-time