Customer Service Representative- United Companies

Job ID:  500200

United Companies, is a CRH Company. Our purpose, commitment to the future, and formula for growth is to champion the safety, empowerment, and development of our employees.  We strive to be The Preferred Source of quality sand, rock, landscape products, ready-mixed concrete, asphalt, paving and construction services.  We succeed as a team by embracing integrity, mutual respect, innovation, service, sustainability, and financial strength.   

Position Overview

The Lead Customer Service Representative is responsible for the scheduling of trucks, customers service representatives, and managing high-level customer complaints and provide immediate resolutions and disputes.

Wage ranges from $25.00 to $28.00 an hour dependent on experience.

Key Responsibilities (Essential Duties and Functions)

• Provide leadership, training, supervision, and support to Customer Service Representative.   

• Develop an environment that encourages quality product and service to the customer so as to be the best in the business regarding on-time delivery, driver productivity and customer service.

• Recruit, hire, discipline and train all Customer Service Representatives.

• Responsible for conflict resolution with customers.

• Build and nurture strong customer confidence in the department and establish good business working relationships with both internal and external customers. 

• Coordinate efforts to accommodate the customers’ requests and negotiate acceptable delivery times.

• Effectively handle tough situations that may involve angry customers or internal employees.

• Support, work and communicate well with all Customer Service employees and other departments within the company.

• Ensure, during the workday, that fleet levels are continually adjusted as drivers are released from work or become unavailable.

• To be available as a resource after hours for scheduling changes and/or as a customer or plant after hour contact.

• Performs other duties as assigned.

Qualifications

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

Education/Experience

• High School diploma or general education degree (GED) required.

• 2-5 years of experience as a Lead Customer Service Representative.

• Experience in a building materials/construction industry preferred.

Work Requirements

• Must be proficient in Microsoft Word, Excel, PowerPoint, and Outlook. 

• Must be 18 years in age or older.

• Must pass pre-employment physical, drug screen and criminal background check.

• Report to the office dressed appropriately and ready to begin work at the designated start time.

• Strict adherence to safety requirements and procedures as outlined in the Employee Handbook.

• Willingness to work independently within in a team environment and assist the team with other duties as required.

• Must be willing to travel and work away from home when required.

• Compliance with all OSHA and/or MSHA regulations.

Knowledge/Skill Requirements

• Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to write correspondence.  Ability to effectively present information in one on one and small group situations to customers, clients, and other employees of the organization.

• Ability to add, subtract, multiple and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ration, percent, land to draw and interpret bar graphs.

• Ability to apply common sense understanding to carry out detailed, but uninvolved written or oral instructions.

• Ability to work well with others in a group or one on one setting.

• To perform this job successfully, an individual should be able to type and use keyboards accurately and have a strong working knowledge of Database software.

• Excellent customer service skills

Key Competencies

• Customer Service - Manages difficult or emotional customer situations; Responds promptly to needs.

• Teamwork - Contributes to building a positive team spirit.

• Judgment - Exhibits sound and accurate judgment.

• Planning/Organizing - Uses time efficiently.

• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Accepts responsibility for own actions.

• Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.

• Adaptability - Adapts to changes in the work environment; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

• Attendance/Punctuality - Is consistently at work and on time.

• Dependability - Follows instructions, responds to management direction; Commits to long hours of work when necessary to reach goals.

• Initiative - Asks for and offers help when needed; able to consistently work independently.

• Innovation - Generates suggestions for improving work.

• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

•       Able to stand, walk, use hands and fingers to manipulate objects or controls, climb or balance, stoop, kneel, crouch, crawl, talk and hear.
• Vision abilities (with correction) include close, distance, peripheral, depth, and the ability to adjust focus.
• Able to work in all weather conditions.
• The employee is frequently required to sit, climb, and use hands.
•       The employee is occasionally required to stand, walk, crawl, kneel, bend, and reach with hand and arms above their shoulders.
•      Must be able to exert 10-20 lbs. constantly to move objects, 25-50 lbs. of force frequently, and 50-100 lbs. of force occasionally.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly exposed to outside weather conditions. The employee is exposed to moving mechanical parts and is occasionally exposed to wet and/or humid conditions, toxic or caustic chemicals, extreme cold, and extreme heat. The noise level in the work environment is usually moderate.

The statements included in this job description are not intended to be all-inclusive.  They represent typical elements and criteria necessary to successfully perform the job.  Other duties may be assigned as required.  Requirements for this job are subject to modification by the Company and its designers, and reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

What CRH Offers You

• Highly competitive base pay
• Comprehensive medical, dental and disability benefits programs
• Group retirement savings program
• Health and wellness programs
• A diverse and inclusive culture that values opportunity for growth, development, and internal promotion

About CRH

CRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of a large international organization.

If you’re up for a rewarding challenge, we invite you to take the first step and apply today! Once you click apply now, you will be brought to our official employment application. Please complete your online profile and it will be sent to the hiring manager. Our system allows you to view and track your status 24 hours a day. Thank you for your interest!

United Companies, a CRH Company, is an Affirmative Action and Equal Opportunity Employer.

EOE/Vet/Disability--If you want to know more, please click on this link.