Customer Service Manager
About The Position
The Customer Service Manager is a pivotal leadership role responsible for directing the daily operations of the Customer Service and Dispatch departments. This individual ensures that Martin Marietta maintains its reputation as an industry leader by overseeing the seamless execution of the "order-to-delivery" process. The Manager is responsible for balancing high-volume customer demands with the logistical realities of plant capacity and fleet utilization. Beyond operational oversight, the Customer Service Manager acts as the primary liaison between Sales, Operations, and Logistics, ensuring that every customer interaction—from initial quote to final delivery—aligns with the company’s strategic profitability goals and safety standards.
Requirements
- Bachelor’s degree in Business, Logistics, Construction Management, or relevant experience in lieu of a degree.
- 7+ years of progressive experience in Customer Service or Logistics Management, preferably within the Building Materials or Construction Industry.
- Supervision
- Coaching
- Effective communicator (written and spoken)
- Organizational skills
- Problem solving
- Sales aptitude
- Customer service skills
- Budget management
Responsibilities
- Lead, mentor, and evaluate a team of Customer Service Supervisors and CSRs. Set clear KPIs regarding call quality, order accuracy, and customer satisfaction.
- Oversee the onboarding and continuous education of staff on industry products (mix designs, additives, aggregates), company software, and negotiation techniques.
- Manage departmental scheduling to ensure 24/7 coverage (where applicable) and lead the recruitment and hiring process for new team members.
- Direct the workflow of the "order-to-delivery" cycle, ensuring that customer orders are entered accurately and dispatched efficiently.
- Partner with Logistics and Plant Managers to monitor fleet utilization and plant production "boards," minimizing downtime and maximizing delivery "spacing."
- Serve as the final point of escalation for complex logistical issues, including equipment breakdowns, weather delays, or high-priority project conflicts.
- Perform rigorous reviews of customer contracts and purchase orders prior to system entry to resolve pricing, volume, or delivery discrepancies.
- Collaborate with the Sales team to analyze market trends and usage patterns, ensuring that service levels support high-margin accounts and long-term growth.
- Oversee the resolution of billing disputes and ensure the department accurately processes credit card payments and "on-account" verifications.
- Maintain personal contact with key accounts and high-volume contractors to ensure their specific project needs are met and to preemptively address service gaps.
- Implement and refine a fair and effective process for resolving customer claims in accordance with company policy and consumer laws.
- Ensure all team members demonstrate a "customer-first" attitude while maintaining professional composure in a high-pressure, fast-paced environment.
- Ensure all delivery instructions and site-specific notes prioritize the safety of drivers and customer personnel on-site.
- Verify that all digital and physical paperwork complies with DOT, environmental regulations, and Martin Marietta’s internal safety protocols.
- Work with Dispatch to identify and communicate potential hazards at job sites to the driving fleet.
Benefits
- medical
- dental
- vision coverage
- prescription drug coverage
- health savings accounts
- flexible spending accounts
- life, AD&D and disability insurance
- 401(k) with a company match
- employer-funded defined benefit pension plan
- paid time off
- paid holidays
- education/tuition assistance
- employee discount program
- adoption assistance
- wellness programs
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What This Job Offers
Job Type
Full-time
Career Level
Manager
