SUMMARY
This position manages the Customer Care Center in Georgia. The customer care center focuses on
taking customer orders, answering customer questions, and scheduling orders for the Atlanta
Division. A major focus of this position is to ensure the Customer Care Representatives are being
trained and developed to perform at the highest level possible for Team Thomas. We are constantly
working towards developing new ways to exceed our customers’ expectations and be perceived by
them as The Concrete Specialists.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Hires, trains, and develops a team with optimal skills for scheduling and delivering ready-mix concrete safely and efficiently. Develops a Team Thomas culture that is seen
throughout the division, business, and market. Ensures accountability across the
department to achieve the highest possible customer satisfaction. - Oversees the receiving and scheduling of concrete orders. Ensures team members are accurately and quickly inputting phone orders for delivery. Communicates daily with
customers and sales team to ensure orders are on time and correct. Uses tact and is polite
when dealing with customers and employees; always strives for customer satisfaction. - Manages the truck coordinators to optimize schedule. Works closely with truck
coordinators to develop the most optimal schedule for the business. - Communicates with all departments and areas. Informs production managers immediately
of any problems with projects or scheduling conflicts. Directs all high-performance and/or
unique concrete questions to Sales or Technical Services. Informs Technical Services when
concrete to be tested is batched. - Maintains communication with Sales during jobs to ensure excellent customer service.
Ensures communication with sales is open and fluid. - Follows up with customers to make sure we are maintaining optimal service and delivery
schedules. Pro-actively calls customers to follow up on the team’s performance throughout
the day.
SUPERVISORY RESPONSIBILITIES
This position supervises Truck Coordinators and Customer Care Representatives. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
QUALIFICATIONS
- Excellent communication skills
- Passion for customer service!
- Demonstrates positive attitude, customer service, and leadership traits
- Detail oriented and able to multi-task in fast paced environment
- Able to work independently and with others
- Possesses strong computer skills; strong knowledge of Command dispatch systems is required
- Flexible, forward-thinking, self-directed
- Professional image and attitude
- Able and willing to work varied schedule with differing shift start and end times
- Able to work long hours when required, including weekends
EDUCATION AND EXPERIENCE
- Technical or college degree strongly desired
- Minimum four years dispatch experience
- General knowledge of concrete and associated products, as well as placement methods
- NRMCA dispatch certifications desired
- ACI Field Testing technician certification desired
