Lead Ready-Mix Order Taker/Customer Service Representative

We are looking for a dependable, level-headed Lead Order Taker / Customer Service Representative to take ownership of our order desk and guide a small team of order takers/CSRs. This role is the primary point of escalation for customers placing and confirming concrete orders, sets the daily order and scheduling priorities, and works closely with dispatch, drivers, and plant staff to keep orders moving smoothly through a fast-paced, deadline-driven environment. The ideal candidate is a proven leader who is bilingual, computer-savvy, customer-focused, and comfortable making calls under pressure.

• Lead and coordinate the day-to-day work of the order desk, including assigning coverage, prioritizing calls/orders, and stepping in during peak volume. 
• Serve as the primary point of escalation for complex, difficult, or time-sensitive customer orders and complaints. 
• Take incoming customer orders by phone, email, or in person, and ensure they are entered accurately into the order/dispatch system. 
• Schedule concrete orders and coordinate delivery times with dispatch, drivers, and plant operations, resolving scheduling conflicts as they arise. 
• Firm up (confirm) orders with customers ahead of scheduled pours, including quantities, mix design, slump, and delivery windows. 
• Communicate order changes, delays, or cancellations promptly to all affected parties (customers, dispatch, drivers) and ensure the team does the same. 
• Run, review, and distribute daily/weekly reports (order logs, load counts, delivery schedules) to operations and management. 
• Train, mentor, and onboard new order takers/CSRs on systems, processes, and customer service standards. 
• Monitor order accuracy and customer service quality, and coach the team on improvements. 
• Maintain clear, organized records of orders, changes, and customer communications. 
• Support and steady the team during high-volume, fast-paced periods (peak pour season) while maintaining accuracy under pressure. 

• Demonstrated leadership ability, with experience guiding, training, or mentoring others. 
• Good attitude and professionalism, even under pressure. 
• Level-headed decision-making, especially when schedules change last minute or conflicts arise. 
• Ability to work at a fast pace and manage multiple orders, calls, and priorities at once. 
• Strong customer service skills, both in person and over the phone, including handling escalations. 
• Bilingual (English/Spanish preferred) to support a diverse customer and driver base. 
• Willingness to learn new systems, products, and processes, and to teach them to others. 
• Solid working knowledge of logistics, scheduling, and dispatch operations. 
• Creative and critical thinking to solve scheduling conflicts and order issues on the fly. 
• Solid computer skills (order entry/dispatch software, email, spreadsheets). 
• Prior experience in ready mix concrete, construction materials, or a related logistics/dispatch role preferred. 
• 2+ years of experience in an order desk, dispatch, or customer service role, ideally in ready mix or construction materials. 
• Prior experience supervising, training, or leading a small team. 
• Familiarity with dispatch or order management software (e.g., Command Alkon, Titan, or similar). 
• Solid understanding of concrete mix designs, slump, and industry terminology. 
• Experience building and interpreting operational reports.