Customer Service Representative

Customer Service Representative

New Britain, Connecticut, United States

Job ID: 519749

Tilcon Connecticut Inc., a CRH company, has played a vital role in building infrastructure around our state, serving the market from 23 locations throughout Connecticut. As a leading supplier of quality crushed stone, hot mix asphalt, and ready mix concrete, Tilcon Connecticut has supported the construction of superior roads, buildings and bridges. The most respected name in the construction industry, from the quarry to the road, Tilcon Connecticut does it all!

Are you looking for opportunities and benefits of a large corporation with a small company feel? Then Tilcon Connecticut Inc. and CRH is the company for you! If you're up for a rewarding challenge, we invite you to take the first step and apply today!

Position Overview

Tilcon Connecticut has an opening for an experienced Customer Service Representative to support our Concrete Division. This position will serve as the primary point of contact for concrete customers and concrete truck operations, ensuring accurate order entry, effective scheduling, proactive communication, and exceptional customer service.

The Customer Service Representative will work closely with Dispatch, Scheduling, Sales, and Operations to coordinate concrete deliveries while fostering strong customer relationships. This role requires the ability to manage a fast-paced environment, negotiate delivery times, solve problems in real time, and maintain a consistently positive and professional demeanor.

All Tilcon Connecticut employees are expected to partner with associates and management to actively promote safety, quality, and integrity in everything we do. This position will comply with all mandatory safety requirements and team procedures.

Key Responsibilities (Essential Duties and Functions)

• Answer incoming customer calls promptly with a pleasant, professional, and accommodating tone
• Take concrete orders in a detailed, timely, and accurate manner
• Enter and maintain accurate product, delivery, address, and job site information
• Negotiate acceptable delivery times with customers while maximizing scheduling efficiency and retaining orders
• Communicate directly with Dispatch, Scheduling, and Customer Service/Dispatch Manager when schedules become constrained
• Schedule and dispatch concrete trucks as needed for operational support
• Communicate unusual job site conditions, access issues, and correct start addresses to drivers and dispatch
• Proactively notify customers of late deliveries, delays, or service disruptions
• Solve problems related to truck breakdowns, job delays, call-outs, and changing customer needs
• Maintain accurate records, delivery instructions, and appropriate map pages for all orders
• Promote and encourage the sale of company-offered value-added concrete products
• Build rapport with customers and foster long-term business relationships
• Keep Customer Service/Dispatch Manager and Sales informed of customer issues, concerns, or operational challenges throughout the day
• Organize and send requested reports and order documentation to customers
• Assist in generating dispatch, delivery, and customer service reports
• Utilize the Transportation Management System to track deliveries and route history
• Maintain a high level of honesty, professionalism, and integrity in all customer interactions

Qualifications

Individuals must possess the following knowledge, skills, and abilities or be able to demonstrate that they can perform the essential functions of the job with or without reasonable accommodation.

Education / Experience

• High school diploma or equivalent
• Minimum of 3 years of customer service experience, preferably in dispatch, construction materials, or a related industry

Knowledge / Skill Requirements

• Excellent phone presence with a consistently positive "can-do" attitude
• Strong customer service and interpersonal skills
• Ability to multi-task and remain composed under pressure
• Strong problem-solving and decision-making abilities
• Ability to work independently and collaboratively in a team environment
• Thorough, detail-oriented, and highly organized
• Ability to communicate effectively with customers, drivers, dispatchers, and other departments
• Proficiency with Microsoft Office Suite (Excel, Word) and general computer systems
• Reliable attendance and willingness to work flexible or extended hours as required

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 role.

What CRH Offers You

• Highly competitive base pay
• Comprehensive medical, dental and disability benefits programs
• Group retirement savings program
• Health and wellness programs
• An 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 a 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!

Tilcon Connecticut Inc., a CRH Company, is an Affirmative Action and Equal Opportunity Employer.

EOE/Vet/Disability

CRH is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.