Customer Service Representative - Bi-lingual in English & Spanish is Required

Description:

Candidates must be bilingual in English and Spanish, with the ability to communicate clearly in both languages.

Company Overview

At Ernst Concrete, our mission is to act in good faith, be on time, have gratitude and be a committed supplier with top-notch quality ready-mix concrete, concrete products, and related services. We strive to build loyal, long-term relationships with our customers and employees through integrity, teamwork, and dedication to excellence. If you're looking for a rewarding career in a company that values its people, we'd love you to join us!

Job Identification

Maintain constant contact with customers via telephone. Schedule orders to meet the customer's request for time and delivery. Assist customers in determining the time between loads to meet efficiency and production goals. This position reports to the Dispatch Manager.

Description

• Receive and process customer orders with a strong emphasis on accuracy and completeness.
• Ensure you obtain complete and accurate details of an order, including but not limited to:
• Customer name, job contact, and phone numbers
• Jobsite address and access considerations
• Mix design, quantity, additives, and special product requirements
• Requested delivery times and estimated spacing between loads
• Identify potential jobsite or scheduling conflicts in advance and communicate concerns to the Dispatch Manager.
• Communicate job changes, cancellations, or customer concerns promptly to dispatch and management.
• Document customer service issues, complaints, or service limitations and escalate as required.
• Maintain a manual backup system for order documentation in the event of system outages.
• Support a professional, customer-focused experience while balancing operational constraints.
• Assign trucks and drivers to scheduled orders based on plant capacity, job priority, driver availability, and geographic efficiency.
• Manage load spacing and delivery timing in real time, adjusting for traffic, weather, plant conditions, and jobsite delays.
• Monitor multiple active pours simultaneously and make rapid decisions to prevent lost loads, excessive wait times, or production interruptions.
• Communicate continuously with drivers regarding routing, delivery sequencing, additional product requirements, and jobsite conditions.
• Coordinate with plant personnel, other dispatchers, and outlying plants or divisions to balance workloads and meet customer demand.
• Coordinate with maintenance shops and operations to efficiently schedule preventative truck and plant maintenance to minimize disruption to production schedules.
• Respond to unforeseen issues such as truck breakdowns, rejected loads, late orders, or production delays.
• Promote fuel efficiency and safe driving practices through effective route planning and communication.
• Report operational issues and driver concerns to the Dispatch Manager.

Physical Demands

• Requires sitting for most of the daily shift
• Requires occasional walking to office equipment within office area.
• Must be willing and able to lift up to 50 pounds. (Storage boxes, related office items)

Environmental Conditions

• Requires working indoors in environmentally controlled conditions.
• Some office locations are located near a concrete plant, which may result in occasional exposure to construction-related materials. This environment can include, but is not limited to, dust, elevated noise levels, and other typical industrial conditions.
• May be exposed to high noise levels and significant vibrations caused by construction equipment and overall jobsite noise in the field and plant environment.

Job Requirements

• Must have a high school diploma or GED with an associate degree preferred
• Ability to work in a fast-paced environment
• Customer Service experience
• Experience with Microsoft Word, Excel, and being able to type proficiently on a desktop computer keyboard.
• Proper phone etiquette
• Candidates must be bilingual in English and Spanish, with the ability to communicate clearly in both languages.
• Must be able to do simple math, such as addition and subtraction.
• Must be able to work various hours to accommodate early and late concrete pours Monday through Saturday on a rotating schedule.
• Excellent verbal and written communication skills with internal and external stakeholders, including:
• Management, supervisors, and peers
• People at various social levels
• Candidates must be willing and able to undergo a pre-employment drug screening and background check. Ongoing compliance is required.
• No unexplained gaps in employment.

Why Join Us?

• Collaborative Team Environment: We cultivate a culture of teamwork and mutual support, where every individual’s input is valued and respected.
• Safety First: We are deeply committed to the well-being of our employees, backed by robust safety policies and access to essential protective gear.
• Professional Development: We offer meaningful opportunities for skil…