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  • Dover, DE 19901

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Customer Support Manager

CRH Americas Materials • Dover, DE

Posted 1 month ago

Job Snapshot

Other Great Industries
Customer Service

Job Description

Job ID:  [[151783]]

Pennsy Supply is a CRH company. CRH is the leading vertically integrated supplier of asphalt, aggregates, cement, ready-mix concrete, and paving and construction services in North America. Our 24,100 employees at 1,300 operating locations provide our customers with top-quality, innovative products and services.

This individual is responsible to manage dispatch, lead all actives of hired haulers and movement of materials by truck, and support Outside Sales.  

Essential Duties and Responsibilities
    Identify the best-qualified candidates for open positions when required.  Foster an environment for employees that are centered on the team and the role each employee plays on the team in meeting their job expectations.
    Continuously coach and mentor team members.  Focus on providing formal and informal training as it relates to their job function.
    Accommodate the customers’ requests and negotiate acceptable delivery times without losing the order
    Recruit and coordinate with outside haulers to ensure hired hauler truck fleet is capable of supporting sales needs.
    Monitor orders, tracking and scheduling and make adjustments necessary to maintain service while best utilizing drivers and equipment.  
    Track the progress of orders at all dispatch areas and direct truck movement between dispatchers as deems necessary to maintaining service in those areas. 
    Build and nurture strong customer confidence in the department and establish good business working relationships with both internal and external customers
    Direct dispatchers on the handling of rejected loads as to whether they will be dumped or resold and if the customer will be billed for the load.  
    Direct dispatch personnel to call customers if there are questions on their orders or if service will be late or interrupted.  
    Be available as a resource after hours for scheduling changes and/or as a customer or plant after hour contact
    Have regular conversations with the Area Manager.  Communication on a regular basis updating sales activities (significant jobs, etc.) and any other Customer Support issues.
    Know the financial data for your areas of responsibility.  Expect to produce information on a regular basis as requested by your management and other members of the executive management team.
    Assist outside sales in performing sales quotes and project setup.
    Possess a working knowledge of all software used by the various areas of responsibility and be able to produce measurable data using the reports generated by the software systems.
    Other duties as assigned
    Adhere to and follow all safety rules and regulations of OSHA/MSHA and Pioneer Materials
    Conduct daily safety assignments (area inspections, pre-shifts, JSA’s, TRACK, etc).
    Regular and predictable attendance.
    Demonstrate friendly and business-like attitude towards vendors, customers, truck drivers, fellow employees and supervisors.
    Become a team member and help achieve the common goals of the company.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. 
    Able to work independently with attention to detail
    Able to follow direction and work effectively in a team environment
    Able to create (and work effectively in) a team environment
    Able to respond to stressful situations and customers in a professional manner
    Ability to effectively prioritize assignments to meet long-term and short-term deadlines 
    Excellent organizational skills
    Able to write reports, document findings, and procedures, and to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
    Able to work various times during day, night or weekend hours, at various locations
    Able to have set-up knowledge and to show leadership qualities

Education and/or Experience 
    Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

Language Skills   
    Able to effectively communicate in verbal and written form to employees, management, executives, and clients
    Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents.  Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.  Ability to write speeches and articles for publication that conform to prescribed style and format.  
    Excellent phone etiquette, speaking voice and professional appearance

Reasoning Ability     
    Ability to define problems, collect data, establish facts, and draw valid conclusions.  Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
    Able to interpret an extensive variety of instructions in mathematical, written or oral form
    Able to deal with several abstract and concrete variables

What CRH Americas Offers You

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

About CRH Americas

CRH Americas has a long and proud heritage as one of North America’s largest corporations. We are a proud reflection of the hundreds of family businesses, local and regional companies and mid to large sized enterprises that together form the CRH Americas family. CRH Americas operates with a decentralized, diversified structure, letting you work in a small company environment while having the career opportunities of a large enterprise.

CRH Americas is a great place to grow! If you’re up for a rewarding challenge, we invite you to take the first step and apply today! Please complete your online application and profile which will be sent directly to the appropriate Hiring Manager. Thank you for your interest in the CRH Americas family!

Pennsy Supply is an Affirmative Action and Equal Opportunity Employer.

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

Job ID: 151783-en_US
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