What are the responsibilities and job description for the Customer Service Representative / Dispatcher position at Silvi Materials?
Title of Position Customer Service Representative / Dispatcher
Locations Fairless Hills, PA
Industry Leading Benefits Medical, Prescription, Dental, Vision, 401K, Pension, Short- and Long-Term Disability, Life Insurance, Tuition Reimbursement, Overtime as needed.
Silvi Materials has been expanding our “A” Team of employees since 1947! Our team has grown to 15 companies, employing over 950 people across 30 locations in Southeastern Pennsylvania, New Jersey, and North Carolina. Silvi is large enough to provide the stability you need, but small enough that you can feel your individual contribution to our success. We value the fresh ideas and perspectives of each new member of our team.
What does Silvi Materials offer you, you may ask?
The primary responsibility of this position is to provide customer service to clients relating to the construction and concrete industry as well as aiding in the dispatch of ready-mix trucks to their sites. In addition, the position will handle sales and take customer product orders. The Customer Service/Dispatcher must be able to solve practical problems, communicate effectively and decisively with drivers, customers and with all levels of the organization.
Position Essential Functions Responsibilities
Physical Requirements
In a typical work setting, people in this job
Locations Fairless Hills, PA
Industry Leading Benefits Medical, Prescription, Dental, Vision, 401K, Pension, Short- and Long-Term Disability, Life Insurance, Tuition Reimbursement, Overtime as needed.
Silvi Materials has been expanding our “A” Team of employees since 1947! Our team has grown to 15 companies, employing over 950 people across 30 locations in Southeastern Pennsylvania, New Jersey, and North Carolina. Silvi is large enough to provide the stability you need, but small enough that you can feel your individual contribution to our success. We value the fresh ideas and perspectives of each new member of our team.
What does Silvi Materials offer you, you may ask?
- Phenomenal Benefits Medical, Vision, Dental, Prescription, Vacation, Paid Holidays, and so much more!
- Your future in mind With 401(k) (at select locations) and/or pension options. We want all employees to build a great retirement!
- Growth at Silvi Materials We offer each employee the opportunity to move into any facet of our complex business. And our tuition reimbursement program is the perfect springboard to help you get there!
The primary responsibility of this position is to provide customer service to clients relating to the construction and concrete industry as well as aiding in the dispatch of ready-mix trucks to their sites. In addition, the position will handle sales and take customer product orders. The Customer Service/Dispatcher must be able to solve practical problems, communicate effectively and decisively with drivers, customers and with all levels of the organization.
Position Essential Functions Responsibilities
- Dispatching trucks.
- Scheduling deliveries.
- Communicating via a two-way radio system.
- Providing customer service to drivers and clients.
- Inbound/outbound sales calls.
- Receive and process incoming customer orders for ready mix concrete products in an accurate and timely manner
- Serve as a primary contact for customers by phone and email regarding orders, deliveries, pricing, product availability, and service concerns
- Build and maintain strong customer relationships through professional, responsive, and solution-oriented communication
- Coordinate closely with dispatch, plant operations, drivers, and sales teams to ensure efficient order fulfillment and customer satisfaction
- Provide customers with product information, delivery updates, and job status communication
- Prepare quotes, confirm pricing, and support inside sales efforts to grow existing accounts and identify new sales opportunities
- Assist with upselling products and services based on customer needs, project requirements, and business objectives
- Resolve customer issues, complaints, and service challenges promptly while maintaining a high level of professionalism
- Enter and maintain accurate customer, order, and job information in company systems
- Verify order details including job site information, delivery schedules, special instructions, and payment requirements
- Support credit and payment processes as needed, including COD requirements, account verification, and documentation
- Work with sales and operations teams to support account management and customer follow-up
- Track and document customer interactions, issues, and resolutions
- Maintain knowledge of ready mix products, service capabilities, delivery processes, and market conditions
- Assist with administrative duties, reporting, and other office support tasks as assigned
- Ability to work at 8 a.m. - 430p.m. but has flexibility for outside and overtime hours as needed
- Ability to work at least 2 or 3 Saturdays per month
- The successful candidate will have at least a High School education or equivalent, although a college education is preferred.
- This person needs to have excellent and clear communication skills (bilingual in English/Spanish is a plus)
- Be well-organized.
- Have strong customer service skills.
- Dispatching experience is a plus.
- Experience in the concrete/construction industry is also a plus.
- High school diploma or equivalent required; associate degree or related experience preferred
- 2 years of customer service, inside sales, dispatch support, or related experience preferred
- Experience in construction materials, trucking, logistics, ready mix, aggregate, or related industries is strongly preferred
- Strong communication and interpersonal skills
- Excellent organizational skills and attention to detail
- Ability to manage multiple priorities in a fast-paced environment
- Strong problem-solving skills and ability to remain calm under pressure
- Proficiency in Microsoft Office and order entry/customer management systems
- Ability to work collaboratively with operations, dispatch, drivers, and sales teams
- Basic understanding of sales processes, customer account management, and service follow-up preferred
Physical Requirements
In a typical work setting, people in this job
- Lift 20 pounds regularly on occasion.
- Use one or two hands to grasp, move, or assemble objects
- Stand for long periods of time.
- Kneel, stoop, crouch, bend, stretch, twist or crawl.
- Hear sounds and recognize the difference between them.
- See details of objects that are less than a few feet away.
- See differences between colors, shades, and brightness.