Customer Service Representative

Position Overview

Tilcon Connecticut has an opening for an experienced Customer Service Representative in our New Britain office. This person will support the Transportation Manager in hired hauler contract execution, driver’s payroll, directing calls, assisting with dispatch, and providing exceptional customer service. This role will work closely with our Construction, Milling and Paving division. The selected candidate will be required to work in a team environment with other co-workers and managers.

Our core values are safety, quality and integrity in everything we do. All Tilcon Connecticut employees are expected to partner with associates and management of Tilcon Connecticut Inc. to coordinate, support, and actively promote our safety processes. The Customer Service Representative will report directly to the Transportation Manager and will comply with mandatory safety requirements and other functions of the team.

• Send and organize hired hauler contracts
• Evaluate insurance certificates from hired haulers and track renewals
• Direct calls to dispatch and other necessary departments
• Investigate waiting and travel time submissions from hired haulers
• Assist hired haulers with pay discrepancies and provide backup documentation as necessary
• Ensure all on-site internal drivers OSHA cards are up to date
• Track driver route history and provide updates to Transportation Manager if anything looks out of the ordinary
• Submit internal drivers’ timecards
• Complete various evaluations in Excel as needed (pay rate adjustments by job, hired hauler no-show/breakdowns, trucks requested vs. assigned, etc.)
• Dispatching – must be able to complete dispatch duties for support as needed
• Scheduling of internal and external haulers
• Communicate unordinary job site conditions and the correct start address
• Demonstrate exceptional problem-solving ability (truck breakdowns, job site delays, call outs, etc.)
• Proficiency in utilizing our Transportation management System to dispatch trucks and track route history
• Maintain necessary records and documentation

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

• High school diploma or equivalent
• 2 years’ dispatching or in a related customer service role

• Ability to work independently and make decisions as well as work effectively in a team environment
• Ability to utilize resources and take initiative
• Ability to write routine reports and correspondence
• Ability to multi-task and triage as needed without getting overwhelmed
• Excellent written and verbal skills, strong interpersonal skills and ability to diplomatically handle challenging situations
• Ability to speak effectively to customers or employees of organization
• Expertise with Microsoft Office Suite, particularly Excel and Word
• Expertise with Adobe PDF and Docu Sign

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is required to sit, walk and stand for periods of time. The employee is required to use a computer for extended periods of time. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust to focus.

Frequently: walk, drive

Occasionally: bend, kneel, squat, climb, stand, reach

This position requires an employee to lift:

Frequently: 0-10 lbs

Occasionally: 10-25 lbs

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the…