Customer Service Representative / Dispatcher

Silvi Concrete Products, Inc.•Falls Township, PA

About The Position

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; associate degree or related experience preferred
2+ years of customer service, inside sales, dispatch support, or related experience 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 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
Ability to work collaboratively with operations, dispatch, drivers, and sales teams

Nice To Haves

Experience in construction materials, trucking, logistics, ready mix, aggregate, or related industries is strongly preferred
Excellent and clear communication skills (bilingual in English/Spanish is a plus)
Be well-organized.
Have strong customer service skills.
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