Customer Service Rep II

Under the direction of the Dispatch Manager will ensure timely delivery service and optimum fleet utilization based on cubic yards per driver hour. Must be able to learn and perform all dispatching responsibilities.

Requirements

• Check with Dispatcher as to number of trucks and Drivers available for today s business
• Check on any cancellations or delays in today s business
• Run current and future schedules
• Learn to write up verbal orders
• Handle telephone calls
• Learn to schedule business for the day
• Handle future business as required
• Contact Customer Representatives on any mix design changes
• Inform Customer Representatives of any problems at their assigned plants
• Work with Dispatcher on moving orders in current schedule as changes occur
• Learn to answer customers questions as to progress on current concrete pours
• Learn to evaluate possibility of increasing yardage on current concrete pours
• Learn to coordinate with maintenance as to when they may be able to work on a plant
• Learn to check verbal orders in order entry to verify that information is correct
• Other duties as assigned

Minimum Education and Experience

• High School Diploma or equivalent

Knowledge Skills and Abilities

• Sales aptitude in dealing with customers
• Demonstrates good negotiating skills and displays empathy
• Uses good verbal communication skills and telephone technique
• Ability to plan, organize, execute, and troubleshoot
• Proven record of dependability
• Good attention to detail
• Analytical and decision making capabilities
• Must be a team player
• Experience in analytical ready-mix distribution or in the industry
• Must be able to work in a stressful environment with multiple and conflicting demands
• Must be a self-starter and a team player
• Must be willing and able to learn all aspects of the Automated Dispatch System

Delivery Tracking

• Capable of tracking trucks as they deliver product.
• Manage the board for when trucks are being loaded, delivering and returning to the yard.
• Assist Dispatch manager with real time information to make time decisions that transfer assets due to plant down time or emergency situations.

Ticketing

• Learn to type tickets to Ensure timely delivery
• Learn to monitor jobs: determine if delivery rates are correct; if jobs can be started earlier, or if there are going to be delays on P. M. jobs
• Inform shop of trucks with mechanical problems
• Inform maintenance of plant problems
• Learn to move trucks from plant to plant as need arises
• Learn to record any unusual situation that occurs on a job on corresponding verbal order for future reference
• Assist Drivers in finding job sites
• Get assistance to Drivers in emergencies
• Inform Customer Representatives of problems on jobs that need their expertise and/or assistance
• Wash out Drivers as early as possible
• Learn to take orders for current day and/or future delivery as needed
• Learn to make moves or changes in orders for customers
• Answer questions regarding schedule from Production Coordinators and Customer Representatives
• Other duties as required

Future Business

• Learn to determine if order is in schedule for next day
• Learn to take phone calls and schedule business for next day and up to 90 days in the future
• Learn to verify with shop on number of trucks available for next day
• Inform Customer Representatives about problems with the next day business
• Attend safety meetings
• Learn to pull conversations from recorder to resolve disputes
• Work to improve relations with customers
• Learn to compute Drivers' load schedule for next day
• Learn to put call time on the recorder
• Other duties as required

Physical Requirements

• Ability to stoop, bend, and reach to utilize files
• Ability to sit at a desk 8+ hours per day
• Visual ability to read detail reports and computer screen
• Ability to communicate clearly in English by telephone and 2-way radio

Environmental Factors

• Most time is spent in an air conditioned office environment