Ready-Mix Concrete Customer Service Representative

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Pennsy Supply is a CRH company. CRH is the leading vertically integrated supplier of asphalt, aggregates, cement, ready-mix concrete, and paving and construction services in North America. Our 24,100 employees at 1,300 operating locations provide our customers with top-quality, innovative products and services.
Position Overview
Pennsy Supply operates a fleet of ready-mix concrete trucks based at 6 plants in central PA. The orders for these trucks are taken in a central dispatch office in Harrisburg. The ready-mix concrete customer service representative is an integral part of the ready-mix concrete operation and reports to the ready-mix concrete Dispatch Manager.
The Customer Service Representative is part of the Ready-Mix Concrete dispatch team and is responsible for taking customer orders in a detailed, prompt and professional manner and entering the orders into the delivery system. The Customer Service Representative also promotes “value added” products and is responsible for negotiating delivery times with the customer. The Customer Service Representative will be a good problem solver, foster lasting business relations with the customer and will have a strong desire to deliver high levels of customer service. Work will be performed per the supervisor’s instruction, free from direct supervision, except for more complicated jobs.
Essential Duties and Responsibilities
Responsible for own personal safety at all times as well as maintaining the highest standard of safety and quality in all aspects of the job.
Properly follow all company policies and procedures for a safe working environment, report any problems to the supervisor, dispatch, transportation manager, safety director or human resources.
Act as customers’ first point of contact, assisting with product questions, ordering, order tracking, complaints, and problems.
Answer phones in a pleasant tone and in a timely manner avoiding missed calls.
Make every effort to accommodate customers’ requests and negotiate acceptable delivery times without losing the order.
Enter complete and accurate customer orders into the delivery system.
Coordinate delivery schedule with dispatchers.
Continuously monitor scheduling calendars and notify the team of any problems or concerns.
Input turn-by-turn directions to delivery addresses.
Provide leads to sales.
Upsell products and services to customers.
Proactively call customers back to finalize schedules and notify them of any service issues.
Proactively seek customer feedback to identify areas of improvement in all operations.
Back up for dispatching trucks when needed.
Support admin function for driver onboarding and dispatch reports.
Ability to work flexible hours.
Regular and predictable attendance at assigned times is required.
Other duties as assigned.
Requirements
Ability to work in a fast-paced environment and multitask.
Excellent phone skills.
Competency with computer and keyboarding skills.
Quick learner of new processes and IT systems.
Must be detail oriented and thorough in all job responsibilities.
Good listener and able to build rapport with the customers.
Must submit to a drug screen and criminal background check.
Education/Experience
High School Diploma or GED equivalent.
Minimum of two years of customer service experience.
What CRH Offers You

Employment type
Full Time