Customer Service Representative - Dispatch

 
 

Job ID:  496604

 

Tilcon Connecticut Inc., a CRH company, has played a vital role in building infrastructure around our state, serving the market from 23 locations throughout Connecticut.  As a leading supplier of quality crushed stone, hot mix asphalt, and ready mix concrete, Tilcon Connecticut has supported the construction of superior roads, buildings and bridges. The most respected name in the construction industry, from the quarry to the road, Tilcon Connecticut does it all!

Are you looking for opportunities and benefits of a large corporation with a small company feel? Then Tilcon Connecticut Inc. and CRH is the company for you!  If you’re up for a rewarding challenge, we invite you to take the first step and apply today!

 

Job Description:

The primary responsibility of the customer service representative is to provide “on time” service to the customer and to the Transportation Department’s Central Dispatch team. This requires taking responsibility for driver activity and equipment utilization from the start of the day up to when the driver has been either released for non-delivery assignments or released to go home. It is also the representative’s duty to process ticket loads in a timely manner and then closely monitor compliance paperwork and billing/payment on a daily basis while continually making sound decisions that will maintain service levels to all customers; both internal and external. The representative must also be proactive and communicate effectively with co-workers and customers.

Key Responsibilities (Essential Duties and Functions)

 

• Responsible for daily reporting, invoice registers and daily coordination with sales and the construction operations team for review and approval
• Ensure drivers are present and ready to load and then process tickets in accordance with loading sequence and company/plant procedures
• Provide best in class customer service to our external customers as well as our network of satellite plants
• Support our Inside Sales group and Construction Operations group as needed
• Dispatch must be aware of and clearly communicate special jobsite conditions that require specific trucks, spacing, specific requirements, etc.
• Coordinate with scale operators to ensure COD orders collected and verified for accuracy for every delivery
• Must be familiar with the delivery area and must be able to assist lost drivers in finding jobsites, determine travel times to jobs, assist with truck breakdowns by entering key flagging info into our computer systems
• Assist with accident/incidents, plant and/or computer breakdowns, safety compliance, and insurance tracking by working with trucking supervisor, dispatch, safety and other departments and communicating
• impacts to orders or service internally and to customers
• Responsible for providing continual driver and route statuses using a variety of modes of communication and technology to mitigate and remedy rejected/lost loads
• Monitor scheduling screens as demands warrant to ensure efficient ordering as well as truck movement between plants
• Representative must be customer service minded and, be able to keep a level head under fast-paced, ever changing conditions.
• Properly follow all company policies and OSHA/MSHA regulations for safe working procedures and environment. Wear personal protective equipment (PPE) in designated operations and production areas as stated by OSHA and/or MSHA.
• Display a professional and courteous attitude to customers, drivers, hired haulers, co-workers, supervisors, and the general public at all times.
• Perform opening and closing procedures.
• Reliable attendance is essential to performance in this role.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Education/Experience

 

• Minimum high school/general education degree (GED) required.
• Previous related experience in logistical or communication training.
• Experience in transportation industry or building material industry preferred.

Work Requirements

 

• Communicate professionally and effectively with customers as well as truck drivers to dispatch orders in a timely and efficient manner.
• Must provide excellent customer service by phone; scheduling and organizing large numbers of people and equipment efficiently and quickly.
• Handle multiple tasks concurrently and perform under pressure while remaining composed.
• Must be able to analyze issues, act quickly and creatively to solve problems; work independently and consistently make good decisions.
• Utilize GPS tracking software and enter orders into dispatch scheduling so