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Ready Mix Dispatch & Customer Service Manager - Rochester, NY

Rochester, NY, US, 14625

The Dolomite Group

 

Job ID:  270703

 

Come join Dolomite Products Co., Inc., a CRH Company, and begin the rest of your future with us.  Dolomite’s recruiting Vision Statement is to provide a World Class development program that attracts, retains, and produces emerging leaders within Dolomite and throughout CRH.  By combining a whole company approach with individual mentorship, formal and hands-on education, we provide an opportunity for our employees to be immersed in our cultural values that have lead us to profitability and success.  Start your career today and apply!!

 

Position Overview

The Dispatch & Customer Service Manager is responsible for overall supervision of customer service representatives (CSRs) for the Ready-Mix line of business.  This position ensures customers are serviced promptly and properly by training and managing staff effectively. They operate as the key liaison between sales, operations, quality control and customers and are responsible for developing and ensuring effective execution of company performance and growth strategy

 

Key Responsibilities (Essential Duties and Functions)

  • Research problems reported by CSRs, sales representatives or by customers.
  • Work diligently with customer service staff to ensure prompt resolution of issues, complaints or incidents.
  • Ensure the dispatching of company vehicles is done effectively and proficiently.
  • Promote communication across business functions.
  • Empower team to make good business decisions while servicing customer.
  • Develop solution-based approach to customer service that embraces “yes”.
  • Develop knowledge of products and services offered by Company.
  • Ability to establish and maintain effective working relationships with managers and employees.
  • Resolves customer requests, questions and complaints frequently requiring analysis of situations to determine best use of resources.
  • Serves as liaison between the customer and various departments.
  • Handle a high volume of incoming customer contacts.
  • Coordinate delivery schedules.
  • Perform conflict resolution with escalated customer calls or within the department, if necessary.
  • Develop a strategy and business plan to improve all channels of customer service.
  • Checking sales orders for accuracy and monitoring sales order processing.
  • Manage relationships between operations and sales departments.
  • Have a keen understanding of new and upcoming Technologies and software’s.
  • Regular and timely attendance

 

Supervisory Responsibilities:

  • Assist with interviewing and hiring process as necessary for department.
  • Planning, assigning, and directing work.
  • Willingness to develop subordinates’ technical and leadership skills and make recommendations for new job opportunities when appropriate.
  • Effective management of employee performance through coaching, feedback (written and verbal), rewards, and discipline when necessary.
  • Appraising performance, including annual evaluations.
  • Addressing complaints and resolving problems in a timely manner.
  • Lead by example.
  • Ability to get work done through others using effective delegation, scheduling, and time management practices.

 

Additional Responsibilities

  • Display a professional and courteous attitude to co-workers, supervisors, and the general public at all times.
  • Must be willing to travel and work away from home when required.
  • Must be willing to work nights and weekends when necessary.
  • Strict adherence to safety requirements and procedures as outlined in the Environmental, Health & Safety Manual.
  • Strict adherence to Dolomite policies and procedures as outlined in the Employee Manual.
  • Willingness to work in a team environment and assist co-workers or supervisors with other duties as required. 

 

Qualifications

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

 

Education/Experience

  • Bachelor’s degree (B.S. or B.E.) from a four year college;
  • Three to five years’ experience in dispatch and/ or customer service required. Working knowledge of delivery and plant equipment.  Concrete industry preferred.
  • Previous supervisory experience strongly preferred.

 

Knowledge/Skill Requirements

  • Proficient computer skills including email, Microsoft Office (Excel, Word, PowerPoint) and internet based software programs required.
  • Experience with Command and Track It strongly preferred

 

General Requirements 

  • Mobility to attend various meetings and events at offsite locations
  • Hours are extended throughout the year to include nights and weekends when necessary
  • Travel may be required
  • Must have the demonstrated ability to maintain strong customer, supplier, and community relationships. 
  • Possess solid organizational and verbal/written communication skills in order to communicate effectively with entire workforce, customers, and community officials.
  • Must demonstrate strong attention to detail and the ability to multi-task and work independently.
  • Must possess a valid driver’s license and dependable transportation to and from the job site.

 

 

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The employee is regularly required to sit, talk, or hear; frequently required to use repetitive hand motion, handle or feel, and to stand, walk, reach, bend or lift up to 10 pounds. While performing the duties of this job, the employee regularly works in an office environment and uses a computer, telephone and other office equipment as needed to perform duties. The employee continuously works with others. The noise level in the work environment is usually quiet.

 

What CRH Americas Offers You

 

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

 

About CRH Americas

 

CRH Americas has a long and proud heritage as one of North America’s largest corporations. We are a proud reflection of the hundreds of family businesses, local and regional companies and mid to large sized enterprises that together form the CRH Americas family. CRH Americas operates with a decentralized, diversified structure, letting you work in a small company environment while having the career opportunities of a large enterprise.

 

CRH Americas is a great place to grow! If you’re up for a rewarding challenge, we invite you to take the first step and apply today! Please complete your online application and profile which will be sent directly to the appropriate Hiring Manager. Thank you for your interest in the CRH Americas family!

 

Dolomite Products Co., Inc. is an Affirmative Action and Equal Opportunity Employer.

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

Date Posted:  Apr 8, 2021


Nearest Major Market: Rochester

Job Segment: Transportation, Sales Operations, Manager, Operations, Sales, Management