Customer Service Representative

1 week ago

Denver, United States Brannan Sand & Gravel Full time
Division: Brannan Ready Mix

Position: Customer Service Representative

Reports To: Customer Service Manager

FLSA Status: Full Time / Non-Exempt

Location: Denver Office

Pay Range: $20-$24 DOE

Position Summary:

The CSR position is responsible for providing customer service, placing new phone orders, and changing existing orders for ready mix customers. Candidate must exercise judgment, discretion, and have or obtain the required computer skills and software knowledge to perform their duties while maintaining exceptional customer service. This is a full-time hourly position that may require evening and weekend overtime hours.

Duties and Responsibilities:
  • Develop pleasant, professional relationships with customers. Listens carefully to the words and tone of customers to proactively identify frustrated customers, notifying the Operations Manager and/or Territory Managers of potential problems immediately
  • Use GPS tracking software to monitor transit and delivery times. Communicate with drivers using two-way radios to assist with locating customer delivery sites and navigating traffic. Schedule and assign start end times to the Mixer fleet while ensuring that all DOT drivers are within the FMCSR "Hours of Service" regulations. Investigate late deliveries and report back to the customer and dispatch manager
  • Take orders from customers with the joint objectives of (1) booking as much concrete volume as possible, and (2) negotiating schedule time and pour spacing to optimize truck demand. Obtains accurate pour information from customers
  • Obtains cash and credit card transactions from customers and processes accordingly
  • Optimizes current day deliveries by dynamically adjusting the original schedule to respond to unforeseen adjustments in customer deliveries. Manage the efficient utilization of equipment by calling out the right number of trucks to balance the twin objectives of driver labor efficiency and on-time delivery. Notifies the Ready-Mix Management Team of unrealistic schedules the prior day and ensures that no customer is surprised by poor service
  • Try to maintain a "flat" demand graph for every day
  • Seek to provide alternatives rather than declining customer
  • Notify the Delivery Manager and/or the Customer Service Manager immediately if there are issues that could result in a lost order
  • Order Entry if there is missing data such as: project, mix deigns etc. Notify Salesperson that manages account immediately and efficiently
  • Treat hourly workforce with respect at all times. Use information from drivers on site with customers to optimize customer service. Periodically attend Plant Safety Meetings
  • Work with the Sales and Administration departments to ensure all Brannan administrative procedures are followed, particularly with respect to project entry. Periodically participate in sales meetings
  • Utilize daily Key Performance Indicators to drive operational excellence in all departments

Benefits:

  • Group Medical, Dental, and Life Insurance
  • Company-paid basic life insurance for employees, spouses, as well as children
  • Employee-only coverage in one of our plans is completely free
  • Vision Care Insurance
  • Short-Term Disability
  • 401k Savings Plans
  • Voluntary Group Term Life
  • Legal Shield/ID Shield
  • Canvas Credit Union
  • AFLAC Supplemental Insurance
  • Direct Deposit
  • Paid Weekly
Qualifications:

  • Local geographic knowledge of Denver Metro Area
  • Intermediate to advanced computer skills
  • High level of accuracy with data entry
  • Strong phone skills, and strong ability to multi-task
  • Bilingual English/Spanish a plus
Brannan Companies is proud to be an Equal Opportunity Employer.

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