Customer Service Representative

JOB SUMMARY

The Customer Service Representative (CSR) serves as the primary point of contact for Martin Marietta's Ready-Mix customers. This role is critical in managing the "order-to-delivery" lifecycle. You will be responsible for receiving, processing, and scheduling concrete orders while balancing the logistical capabilities of our plants and fleet. The ideal candidate is a high-energy multi-tasker who can maintain professional composure in a fast-paced, time-sensitive environment. Accuracy is paramount, as the precision of your data entry directly impacts job site success and company profitability.

KEY DUTIES AND RESPONSIBILITIES

Receive high-volume inbound calls from customers to place orders for various ready-mix concrete designs. Verify specific mix designs, additives (fiber, color, retardants), and job site requirements to ensure the product meets engineering specifications. Utilize the COMMAND data dispatch system to track truck status, manage the "board" for loading/delivery, and assist in fleet utilization. Schedule deliveries using dispatch software, ensuring that order "spacing" allows for efficient truck turnaround and plant capacity. Maintain constant contact with Batch Plant Operators to monitor real-time production status and material availability. Proactively notify customers of any delivery delays caused by traffic, weather, or mechanical issues, offering realistic solutions and revised ETAs. Assist in directing drivers to job sites by providing clear directions and noting any site-specific hazards or access restrictions. Educate customers on the benefits of different mix types and value-added products. Provide accurate pricing based on established regional price lists and specific project quotes. Assist in resolving billing discrepancies and processing credit card payments or verifying "on-account" status before dispatching. Ensure all delivery instructions prioritize the safety of our drivers and the customer's personnel on-site. Ensure all digital and physical paperwork complies with DOT and environmental regulations.

QUALIFICATIONS

Education High school diploma, GED, or relevant experience Work Experience 3+ years of related experience in the Ready-Mix Concrete industry, utilizing COMMAND data dispatch system, preferred. Knowledge, Skills, and Abilities Time management Detail oriented Effective communicator (written and spoken) Organizational skills Problem solving Critical thinking Collaboration Industry knowledge Geographical aptitude Adaptability Microsoft Office Suites

ADDITIONAL DETAILS

Physical Requirements Ability to sit for extended shifts. High visual acuity for reading detailed reports and multiple computer monitors simultaneously. Capacity to manage a high volume of inbound calls and radio traffic without loss of accuracy. High demand for reading detailed reports, tracking software, and entering data into central order systems. Able to work overtime and weekends as needed. Working Conditions High-stress and fast-paced. Must be able to resolve "conflicting demands" such as equipment breakdowns, driver delays, and urgent customer requests simultaneously. Disclaimers In addition to the primary responsibilities outlined, the successful candidate may be expected to take on other tasks and assignments as required, including but not limited to duties outside the typical scope of the role to support overall team operations and organizational needs. Flexibility and adaptability to evolving job demands are essential.