Customer Service Representative / Dispatcher

Silvi Concrete Products•Fairless Hills, PA

1d•Onsite

About The Position

Silvi Materials has been expanding our “A” Team of employees since 1947! Our team has grown to 15+ companies, employing over 950 people across 30+ locations in Southeastern Pennsylvania, New Jersey, and North Carolina. Silvi is large enough to provide the stability you need, but small enough that you can feel your individual contribution to our success. We value the fresh ideas and perspectives of each new member of our team. The Customer Service Representative (CSR) serves as a critical point of contact between customers, dispatch, and operations. This role is responsible for order entry, scheduling coordination, and ensuring accurate, timely communication to support the delivery of ready-mix concrete. The CSR plays a key role in delivering a high level of service in a fast-paced, time-sensitive environment.

Requirements

High school diploma or equivalent required
2+ years of customer service, inside sales, dispatch support, or related experience preferred
Experience in construction materials, trucking, logistics, ready mix, aggregate, or related industries is strongly preferred
Strong communication and interpersonal skills
Ability to multitask and prioritize in a high-volume, fast-paced environment
Detail-oriented with strong data entry accuracy
Proficiency in Microsoft Office and dispatch/order management systems
Ability to work extended hours, and occasional weekends as needed
Ability to work at 8 a.m. - 4:30p.m. but has flexibility for outside and overtime hours as needed
Ability to work at least 2 or 3 Saturdays per month
Excellent and clear communication skills
Be well-organized
Strong customer service skills
Strong communication and interpersonal skills
Excellent organizational skills and attention to detail
Ability to manage multiple priorities in a fast-paced environment
Strong problem-solving skills and ability to remain calm under pressure
Proficiency in Microsoft Office and order entry/customer management systems
Ability to work collaboratively with operations, dispatch, drivers, and sales teams
Lift 20 pounds regularly on occasion.
Use one or two hands to grasp, move, or assemble objects
Stand for long periods of time.
Kneel, stoop, crouch, bend, stretch, twist or crawl.
Hear sounds and recognize the difference between them.
See details of objects that are less than a few feet away.
See differences between colors, shades, and brightness.

Nice To Haves

associate degree or related experience preferred
bilingual in English/Spanish is a plus
Dispatching experience is a plus
Experience in the concrete/construction industry is also a plus
Basic understanding of sales processes, customer account management, and service follow-up preferred

Responsibilities

Receive and process incoming customer orders via phone, email, and electronic systems
Accurately enter orders into dispatch systems, ensuring correct mix, quantity, delivery time, and jobsite details
Coordinate closely with dispatch to align order timing, truck availability, and plant capacity
Communicate order confirmations, changes, delays, and issues proactively to customers
Monitor order status throughout the day and provide real-time updates as needed
Handle customer inquiries, concerns, and complaints with professionalism and urgency
Maintain detailed and accurate customer and job records
Assist with credit/COD order processing, including communication of payment requirements
Support sales and operations teams with customer-related follow-up and documentation
Ensure compliance with company policies, safety standards, and service expectations