Customer Service Representative (Dispatcher)

New Enterprise Stone & Lime Co., Inc.•Penn Township, PA

About The Position

Customer Service Representative (Dispatcher) - What Will You Do? • Receives incoming calls and effectively addresses the call accordingly. • Provides verbal pricing and availability information. • Works closely with area Sales Representative to provide high quality customer service and accurate pricing. • Converts customer request or quote into sales order. • Assign trucks to specific orders based on delivery needs and product type. • Maintain close communications with drivers to provide them with necessary instructions, updates, and support throughout their deliveries. • Act as liaison between drivers, quarries/plants, jobs, and customers. This includes addressing inquiries, providing updates, and resolving delivery-related concerns. • Ensure that all trucking operations comply with relevant transportation laws, safety regulations, and company policies. • Handle unexpected challenges such as traffic delays, mechanical issues, or adverse weather conditions by making quick decisions and implementing appropriate solutions. • Cross-train in other functions within the Customer Service & Transportation Team and provides backup to other team members as required. Cross-training responsibilities include training new coworkers. • Research existing quotes and orders and assigns new request to proper quote or sales order when applicable. • Perform other duties as assigned. Oil Delivery Operations - Additional Responsibilities • Schedule and dispatch residential and commercial oil deliveries based on customer priority, delivery windows, and route efficiency. • Monitor fuel levels, degree days, and usage data to proactively schedule automatic and will-call deliveries. • Communicate delivery details, access instructions, and safety considerations to oil delivery drivers. • Respond to customer inquiries regarding oil usage, delivery timing, pricing, and emergency or same-day delivery requests. • Ensure oil delivery operations comply with company procedures, safety standards, and applicable regulatory requirements. • Address delivery exceptions such as blocked access, weather impacts, equipment issues, or missed deliveries, and communicate resolutions to customers promptly.

Requirements

Proven experience in transportation, customer service, and dispatching experience preferred.
Ability to read road maps, identify trucking routes, and working knowledge of assigned geographical service areas.
Proven ability to make quick decisions and problem-solve based on factual information.
Ability to work in a fast-paced and periodically stressful environment with time-sensitive deadlines. This requires flexibility and the ability to handle multiple tasks simultaneously.
Must possess strong attention to detail, good organizational skills with the ability to ensure accurate work.
Ability to work independently but as part of a team concept.
Excellent communication and interpersonal skills.
High School Diploma or GED required.

Nice To Haves

Knowledge of aggregate products, specifications, and delivery schedules preferred.
Understanding of transportation laws and D.O.T. regulations, including hours of service and weight restrictions on state and federal highways preferred.
Knowledge of trucks accessories and usages, and applications for each preferred.
Working aptitude of Microsoft Office Suite, Apex, Five Cubits and Command Track preferred.
Basic knowledge of product offering purpose, and properties.

Responsibilities

Receives incoming calls and effectively addresses the call accordingly.
Provides verbal pricing and availability information.
Works closely with area Sales Representative to provide high quality customer service and accurate pricing.
Converts customer request or quote into sales order.
Assign trucks to specific orders based on delivery needs and product type.
Maintain close communications with drivers to provide them with necessary instructions, updates, and support throughout their deliveries.
Act as liaison between drivers, quarries/plants, jobs, and customers. This includes addressing inquiries, providing updates, and resolving delivery-related concerns.
Ensure that all trucking operations comply with relevant transportation laws, safety regulations, and company policies.
Handle unexpected challenges such as traffic delays, mechanical issues, or adverse weather conditions by making quick decisions and implementing appropriate solutions.
Cross-train in other functions within the Customer Service & Transportation Team and provides backup to other team members as required. Cross-training responsibilities include training new coworkers.
Research existing quotes and orders and assigns new request to proper quote or sales order when applicable.
Perform other duties as assigned.
Schedule and dispatch residential and commercial oil deliveries based on customer priority, delivery windows, and route efficiency.
Monitor fuel levels, degree days, and usage data to proactively schedule automatic and will-call deliveries.
Communicate delivery details, access instructions, and safety considerations to oil delivery drivers.
Respond to customer inquiries regarding oil usage, delivery timing, pricing, and emergency or same-day delivery requests.
Ensure oil delivery operations comply with company procedures, safety standards, and applicable regulatory requirements.
Address delivery exceptions such as blocked access, weather impacts, equipment issues, or missed deliveries, and communicate resolutions to customers promptly.

Benefits

Competitive Benefit Package - Medical, Vision, Dental, 401k, Vacation, Life Insurance, etc.
Winters Off (Certain Positions) – Due to the seasonality of our work, some positions enjoy winters off while still receiving year-round benefits.
Career Growth - We pride ourselves in developing coworkers and promoting from within.
Stable Industry - Our materials are in high demand year over year.

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