Customer Service Representative - Medina, OH

Medina, OH, US, 44256

Job ID:  499181

The Shelly Company, a CRH company, is a vertically integrated supplier of aggregates, asphalt, ready mix concrete and paving services throughout the state of Ohio. Our commitment to quality drives us to use the most modern, efficient and environmentally friendly technology in our industry. The Shelly Company is known throughout the industry for innovation, quality and for our commitment to safety.

Position Overview

Under the direction of the Customer Service Manager, the Customer Service Representative (CSR) will take incoming calls, receive orders, schedule daily deliveries and escalate issues as they arise. Customer Service Representative (CSR) must have extensive knowledge of the service area, preferably in the Transportation and Construction Industry.

Key Responsibilities (Essential Duties and Functions)

The duties and responsibilities include but are not limited to the following:

• Intake and verify orders via centralized call center with call volumes up to 450 per day.
• Process credit card charges, quote COD orders.
• Perform other duties as assigned, e.g., data entry for key performance indicators, assist in verifying payroll for concrete plants.
• Maintain a pleasant and accommodating demeanor over the phone and always demonstrate a positive and professional attitude with customers, drivers, forepersons, sales, etc.
• Aggressively seek timely solutions to developing problems while fostering lasting business relationships with our customers.
• Develop a positive rapport with Ready Mix drivers, team members, and the customer.
• Schedule, dispatch and control an appropriate level of drivers required to satisfy customer demand while maintaining safety & efficiency goals established by the company.
• Must be able to navigate various GPS systems. Needs to be familiar with our local delivery areas and must be able to assist drivers in finding jobsites.
• Must be able to determine travel time to jobs and best plant locations to service the job.
• Able and willing to work overtime and varying shifts including early mornings, late afternoons, and Saturdays.
• Record accurate delivery and product information on orders, negotiate delivery times with customers.
• Attention to detail is imperative to accurately record delivery & product information into Command Dispatch Systems with the ability to negotiate delivery times with customers.
• Must be able to perform in high call volume situations while multitasking with plants, team members in the office while sitting for long periods of time.

Other Requirements

• Display a professional and courteous attitude to co-workers, supervisors, and the general public at all times.
• Must be willing to travel and work away from home when required.
• Must be willing to work nights and weekends when necessary.
• Report to the assigned job site ready to begin work at the designated start time.
• Strict adherence to safety requirements and procedures as outlined in the Manual of Safety Practices and Procedures.
• Strict adherence to Shelly Company policies and procedures as outlined in the Company Book of Policies.
• Willingness to work in a team environment and assist co-workers or supervisors with other duties as required. 
• Timely and regular attendance is an expectation of performance for all Shelly Company employees. Employees will be held accountable for adhering to their workplace schedule.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Education and Experience

High school diploma or general education degree (GED); or one to three years related experience and/or training; or equivalent combination of education and experience.

Language Skills

Ability to read and interpret documents such as safety rules, DOT regulations, and procedure manuals. Ability to comprehend simple instructions, short correspondence and memos. Ability to write routine reports and correspondence. Ability to speak effectively to customers or employees of the organization.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage.

Reasoning Ability

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills

Proficient with Windows, Excel, Word, and PowerPoint. Ideally, the candidate will have exceptional typing and dictation skills.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to sit for long periods, use a computer, phone frequently, and talk or hear. 

The employee must occasionally lift and/or move more than 25 pounds.

                              Continuous             Frequently              Occasionally           Not Applicable

Bend                                                                                 X                          

Kneel                                                                                X                          

Squat                                                                                X                          

Climb                                                                                X                          

Stand                                                                                X                          

Walk                                                                                 X                          

Sit                         X                                                                                      

Reach                                                 X                                                        

Drive                                                                                                              X

Fine motor                                          X                                                        

Repetitive Motion                                 X                                                        

Right                                                   X                                                        

Left                                                     X                                                        

 This position requires an employee to lift:

                              Continuous             Frequently              Occasionally           Not Applicable

 0 – 10 lbs.                                                                         X                          

10 – 25 lbs.                                                                        X                          

25 – 50 lbs.                                                                        X                          

50 – 100 lbs.                                                                                                    X

Work Environment

While performing the duties of this job, the employee regularly works near moving mechanical parts and in outside weather conditions and is regularly exposed to wet, humid condition airborne particles, and extreme heat or cold. The employee is occasionally exposed to vibration.

The noise level in the work environment is occasionally very loud and may require protective equipment.

                                    Continuous      Frequently              Occasionally           Not Applicable

Hot Weather                                                                                                     X

Cold Weather                                                                                                    X

Wet Weather                                                                                                     X

Exposed to Noise                                                                                             X

Exposed to High Heat                                                                                       X

Moving Equipment                                                                                            X

Working with Others       X                                                                                

The statements included in this job description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform the job. Other duties may be assigned as required. Requirements for this job are subject to modification by the Company and its designees, and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What CRH Offers You

• Highly competitive base pay
• Comprehensive medical, dental and disability benefits programs
• Group retirement savings program
• Health and wellness programs
• A diverse and inclusive culture that values opportunity for growth, development, and internal promotion

About CRH

CRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of large international organization.

If you’re up for a rewarding challenge, we invite you to take the first step and apply today! Once you click apply now, you will be brought to our official employment application. Please complete your online profile and it will be sent to the hiring manager. Our system allows you to view and track your status 24 hours a day. Thank you for your interest!

The Shelly Company, a CRH Company, is an Affirmative Action and Equal Opportunity Employer.

EOE/Vet/Disability--If you want to know more, please click on this link.