FAYBLOCK Materials Inc.
Customer Service Representative (CSC Dispatch)
FAYBLOCK Materials Inc., Fayetteville, North Carolina, United States, 28305
Description
The CSC Customer Service Representative is responsible for receiving and processing customer orders while ensuring efficient, accurate, and professional communication. This role requires entering orders promptly and following all established procedures to support the company’s goals for Safety, Quality, Delivery, Productivity, and Customer Service. In addition, the Customer Service Representative may be responsible for dispatching Concrete Drivers, Dump Truck Drivers, and Tanker Drivers, ensuring that each job is assigned to the appropriate equipment and operator based on load requirements, delivery locations, scheduling priorities, and safety considerations. This includes monitoring driver availability, tracking delivery progress, adjusting schedules as needed, and communicating updates to both customers and internal teams.
Essential Duties and Responsibilities:
Provide Exceptional Customer Service:
Communicate clearly, professionally, and respectfully while taking orders through the Contract Review process. Ensure customers fully understand the ordering and delivery procedures to minimize unexpected issues that could lead to dissatisfaction. Maintain a calm, solution-focused demeanor when handling concerns or resolving problems for upset or frustrated customers. Provide accurate information regarding product availability, delivery timelines, and driver scheduling (Concrete, Dump, and Tanker) to set proper expectations.
Perform Duties According to Plan:
Proactively identify and resolve issues that could impact service quality or delay delivery. Coordinate with internal resources to correct any problems that may arise. Communicate promptly with customers whenever an issue may affect load preparation, driver dispatching, or on-time delivery to the jobsite. Ensure customers remain informed and confident in the delivery plan.
Schedule Orders:
Schedule all orders with consideration of daily demand, plant capacity, truck availability, and driver load limits. May need to assign Concrete Drivers, Dump Truck Drivers, and Tanker Drivers appropriately based on load type, delivery location, and safety requirements. Adjust schedules throughout the day as conditions change, ensuring the most efficient and productive use of trucks and plant resources while maintaining on-time service.
Be an Effective Team Member:
Set a positive example and support a cooperative work environment. Fulfill all assigned responsibilities on time and with attention to detail. Work collaboratively to resolve customer issues in a professional and constructive manner. Step in to assist with additional duties such as data entry or customer follow-up while maintaining clear, consistent communication with team members to support smooth operations.
Present a Professional Image:
Deliver exceptional customer service and maintain professionalism in all interactions, whether speaking with customers, drivers, plant staff, or management. Uphold a courteous, respectful, and solutions-oriented tone always. Build and maintain positive working relationships with customers by demonstrating reliability, accuracy, and commitment to meeting their needs.
Requirements
High School Diploma / GED (associate’s degree in technical specialty is a plus).
Valid NC Driver License with a clean driving record (valid Class A Driver’s License is a plus).
Knowledge of DOT regulations is a plus.
Skilled in Microsoft Office products (experience operating dispatching software is a plus).
Strong organizational and time management skills.
Strong interpersonal skills (communicate well with colleagues, vendors, and customers).
Demonstrated ability to participate in improvement efforts and contribute to the success of a team.
Knowledge of Concrete Plant and Block Plant industry a plus.
1-3 years of experience in Dispatching.
Basic knowledge of mathematical equations, addition, subtraction, multiplication, and division.
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Essential Duties and Responsibilities:
Provide Exceptional Customer Service:
Communicate clearly, professionally, and respectfully while taking orders through the Contract Review process. Ensure customers fully understand the ordering and delivery procedures to minimize unexpected issues that could lead to dissatisfaction. Maintain a calm, solution-focused demeanor when handling concerns or resolving problems for upset or frustrated customers. Provide accurate information regarding product availability, delivery timelines, and driver scheduling (Concrete, Dump, and Tanker) to set proper expectations.
Perform Duties According to Plan:
Proactively identify and resolve issues that could impact service quality or delay delivery. Coordinate with internal resources to correct any problems that may arise. Communicate promptly with customers whenever an issue may affect load preparation, driver dispatching, or on-time delivery to the jobsite. Ensure customers remain informed and confident in the delivery plan.
Schedule Orders:
Schedule all orders with consideration of daily demand, plant capacity, truck availability, and driver load limits. May need to assign Concrete Drivers, Dump Truck Drivers, and Tanker Drivers appropriately based on load type, delivery location, and safety requirements. Adjust schedules throughout the day as conditions change, ensuring the most efficient and productive use of trucks and plant resources while maintaining on-time service.
Be an Effective Team Member:
Set a positive example and support a cooperative work environment. Fulfill all assigned responsibilities on time and with attention to detail. Work collaboratively to resolve customer issues in a professional and constructive manner. Step in to assist with additional duties such as data entry or customer follow-up while maintaining clear, consistent communication with team members to support smooth operations.
Present a Professional Image:
Deliver exceptional customer service and maintain professionalism in all interactions, whether speaking with customers, drivers, plant staff, or management. Uphold a courteous, respectful, and solutions-oriented tone always. Build and maintain positive working relationships with customers by demonstrating reliability, accuracy, and commitment to meeting their needs.
Requirements
High School Diploma / GED (associate’s degree in technical specialty is a plus).
Valid NC Driver License with a clean driving record (valid Class A Driver’s License is a plus).
Knowledge of DOT regulations is a plus.
Skilled in Microsoft Office products (experience operating dispatching software is a plus).
Strong organizational and time management skills.
Strong interpersonal skills (communicate well with colleagues, vendors, and customers).
Demonstrated ability to participate in improvement efforts and contribute to the success of a team.
Knowledge of Concrete Plant and Block Plant industry a plus.
1-3 years of experience in Dispatching.
Basic knowledge of mathematical equations, addition, subtraction, multiplication, and division.
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