Manager, Delivery & Customer Service

Geneva Rock Products•Helper, UT

13d•Onsite

About The Position

Leading a team to deliver excellent customer service by building strong partnerships with driver team members and maximizing delivery efficiency. This role is responsible for building a team that is proactive, proficient, and professional in their daily interactions with customers and team members. The manager will develop and maintain relationships with customers through face-to-face interactions, site visits, and site lunches, and create a culture where drivers have positive face-to-face interactions with customers. This position acts as a first responder to help resolve customer complaints and collects and adjusts invoices as needed from COD customers. The role also involves coordinating pour schedules, service issues, and daily plans with dispatch, working with sales on internal and external pre-pour meetings, and auditing concrete ticket documentation and driver hours of service. The manager will review and approve timeclock hours, manage time and attendance issues in compliance with the union contract and company policy, and manage vacation days, days off, and bereavement pay. Additionally, this role manages FMLA schedules and processes, truck assignments, truck traffic flow, and washout times to maximize driver efficiency. The manager ensures driver compliance with required technology, communicates mix issues, and manages the annual bidding plan and scheduled day off. The role also addresses all Employee Reports and manages truck cleanliness, coordinates repairs with the maintenance team, completes NRMCA truck inspections, and coordinates chipping of truck mixer barrels. Assuring driver compliance with daily vehicle inspection reports and reviewing pre/post mixer truck trip inspection forms are also key responsibilities. Finally, the manager maximizes driver capability through training and onboarding, certifies driver trainers, ensures training manuals are completed, leads monthly communication meetings with drivers, recruits and hires driver team members, and solves personnel issues and complaints. The role also manages the process of resolving Team Member complaints and leads quarterly one-on-one meetings, drives root cause analysis, implements corrective action plans, reviews weekly toolbox training, reviews P&L, formulates strategies for plant improvement, and attends monthly financial reviews.

Requirements

High school diploma or GED with applicable concrete operations training and experience.
Ability to review and analyze financial information.
Exceptional interpersonal, problem solving, and technical skills.
Ability to maintain agreeable relationships with vendors, employees, and customers.

Nice To Haves

Bachelor of Science degree and, or concrete experience preferred.

Responsibilities

Accountable for building a team that is proactive, proficient, and professional in their daily interactions with customers and team members
Develop and maintain relationships with customers through face-to-face interactions, site visits, and site lunches
Create a culture where drivers have positive face-to-face interactions with customers
Act as a first responder to help resolve customer complaints
Collect and adjust invoices as needed from COD customers (GRP Unpaid Report)
Deposit CODs timely
Coordinate pour schedules, service issues, and daily plans with dispatch as it pertains to your team
Work with sales on internal and external pre-pour meetings
Weekly review/audit the completeness and accuracy of concrete ticket documentation by drivers
Review hours of service (the drivers daily log)
Review and approve Timeclock hours daily and make adjustments as necessary
Manage all time and attendance issues in compliance with the union contract and company policy
Manage vacation days, days off, bereavement pay, etc. in compliance with the union contract and company policy
Manage FMLA schedules and processes in compliance with the union contract and company policy
Manage Truck assignments
Manage truck traffic flow of mixers through plant in conjunction with the Plant Production Manager
Manage washout times at end of day, wash out between jobs, and driver readiness in mornings to maximize driver efficiency
Respond and resolve spills and wash out issues on the jobs, etc.
Ensure driver compliance with all GRP required technology including Teams, Site Docs, Tyfoom, Samsara, etc.
Communicate mix issues such as slump, air with Production & QC
Manage annual bidding plan and scheduled day off
Address all Employee Reports
Manage Truck cleanliness
Coordinate repairs and issues on trucks with maintenance foreman team to minimize truck downtime
Complete NRMCA truck inspections and ensure ongoing compliance
Coordinate chipping of truck mixer barrels
Assure driver compliance with Daily Vehicle Inspection Report
Review Pre/Post mixer truck trip inspection forms and file
Maximize driver capability through proper training and onboarding, consistent with the concrete division training and onboarding program
Certify driver trainers and ensure they are proficient in their training responsibilities
Confirm Concrete Training and Procedure Manual is completed/signed off by each new hire, including the driver trainer's signature
Confirm Concrete Training and Procedure Manual is completed by all existing drivers annually
Lead and conduct monthly communication meetings with drivers
Recruit, post, interview, and hire driver team members
Solve personnel issues and complaints internally and externally and address them promptly
Manage the process of resolving Team Member complaints of operating procedures by working through alleged violations of operating agreement including grievances
Lead and conduct Quarterly One on One Meetings
Drives effective root cause analysis and implements corrective action plans
Monthly Communication Meetings using the Concrete Training Manual
Review Weekly Toolbox Training and follow up with drivers
Review P&L and formulate strategies and processes for improvement for your respective plant
Attend monthly financial review with your Area Manager