Senior Customer Service Representative

JOB SUMMARY

The Senior Customer Service Representative serves as a lead resource for customer service operations, supporting customers, sales teams, dispatch personnel, operations management, and business stakeholders.

This position plays a critical role in ensuring exceptional customer experiences through effective order management, issue resolution, customer account support, and coordination of product delivery activities across Martin Marietta's aggregates, ready-mix, asphalt, and related construction materials operations.

The Senior Customer Service Representative serves as an experienced customer service professional responsible for handling complex customer inquiries, managing high-volume order processing, coordinating with operations and logistics teams, resolving customer concerns, and ensuring accurate communication regarding product availability, pricing, scheduling, and delivery.

This role also acts as a mentor and resource for customer service staff by providing guidance, training, and support on customer service processes, systems, and best practices.

Key Duties and Responsibilities

• Serve as a primary point of contact for customers regarding products, orders, pricing, delivery schedules, account information, and service-related inquiries.
• Foster customer loyalty through exceptional service and proactive communication.
• Understand customer business needs and effectively communicate solutions and service options.
• Monitor customer satisfaction and identify opportunities to improve the customer experience.
• Act as a customer advocate by coordinating with internal teams to resolve service challenges and meet customer expectations.
• Support customer retention efforts through effective issue resolution and relationship management.
• Process customer orders accurately and efficiently using company systems and established procedures.
• Review order information for completeness, product availability, pricing accuracy, and delivery requirements.
• Coordinate order modifications, cancellations, and special requests.
• Manage complex customer orders involving multiple locations, products, delivery schedules, or operational requirements.
• Monitor orders from entry through fulfillment to ensure timely and accurate delivery.
• Resolve order discrepancies and communicate updates to customers and internal stakeholders.
• Ensure all order documentation is accurately maintained and processed.
• Collaborate closely with dispatch, logistics, plant operations, and transportation personnel to coordinate deliveries.
• Monitor daily delivery schedules and communicate adjustments to customers as necessary.
• Coordinate product availability and scheduling to maximize operational efficiency and customer satisfaction.
• Assist with prioritizing customer orders based on business requirements and operational constraints.
• Support efforts to optimize fleet utilization and delivery performance.
• Communicate operational delays, service interruptions, and schedule changes in a timely and professional manner.
• Work collaboratively with operations teams to balance customer needs with production and transportation capabilities.
• Investigate, document, and resolve complex customer concerns and service issues.
• Address customer complaints regarding billing, product quality, delivery performance, account management, and service expectations.
• Coordinate corrective actions with sales, operations, quality control, dispatch, and management teams.
• Escalate significant customer issues when appropriate and facilitate timely resolution.
• Identify root causes of recurring customer concerns and recommend process improvements.
• Maintain detailed records of customer interactions, resolutions, and follow-up activities.
• Ensure customer concerns are resolved efficiently while protecting company interests and maintaining positive customer relationships.
• Support sales representatives by providing customer account information, order status updates, and administrative assistance.
• Assist in maintaining customer account records, pricing documentation, and service agreements.
• Coordinate customer communications regarding pricing changes, product updates, and operational information.
• Support contract administration and account maintenance activities.
• Assist with gathering data and preparing reports related to customer activity and performance.
• Communicate sales opportunities, customer trends, and market intelligence to management and sales personnel.
• Contribute to customer growth and retention strategies.
• Assist customers with invoice inquiries, account information, payment-related questions, and billing concerns.
• Review billing information for accuracy and coordinate corrections when needed.
• Support account setup, maintenance, and documentation activities.
• Coordinate with accounting and finance teams regarding customer account matters.
• Maintain accurate customer records and documentation.
• Assist with credit-related administrative processes and customer account reviews.
• Ensure customer account information remains current and accurate.
• Serve as a subject matter expert for customer service processes, procedures, and systems.
• Provide guidance, training, and support to Customer Service Representatives and newer team members.
• Assist with onboarding and training activities for customer service staff.
• Share best practices and support continuous development of team capabilities.
• Serve as a resource for resolving escalated customer issues and complex service situations.
• Support supervisors and managers in achieving customer service goals and performance objectives.
• Promote a culture of accountability, responsiveness, and customer excellence.
• Maintain accurate customer records, order files, account information, and transaction documentation.
• Generate and analyze reports related to customer activity, sales support, service performance, and order fulfillment.
• Track key customer service metrics and identify trends.
• Monitor data accuracy within customer service and order management systems.
• Assist management in evaluating customer performance, service levels, and operational effectiveness.
• Support audits and reviews by maintaining organized and accurate records.
• Prepare recurring and ad hoc reports for leadership and business stakeholders.

QUALIFICATIONS

Education

High school diploma, GED, or relevant experience

Work Experience

3+ years related experience in Customer Service within Aggregates, Asphalt, or Read-Mix.

Knowledge, Skills, and Abilities

Time management

Detail oriented

Effective communicator (written and spoken)

Organizational skills

Problem solving

Critical thinking

Collaboration

Industry knowledge

Geographical aptitude

Adaptability

Microsoft Office Suites

ADDITIONAL DETAILS

Physical Requirements

Ability to sit for extended shifts.

High visual acuity for reading detailed reports and multiple computer monitors simultaneously.

Capacity to manage a high volume of inbound calls and radio traffic without loss of accuracy.

High demand for reading detailed reports, tracking software, and entering data into central order systems.

Able to work overtime and weekends as needed.

Working Conditions

High-stress and fast-paced. Must be able to resolve "conflicting demands" such as equipment breakdowns, driver delays, and urgent customer requests simultaneously.

Disclaimers

In addition to the primary responsibilities outlined, the successful candidate may be expected to take on other tasks and assignments as required, including but not limited to duties outside the typical scope of the role to support overall team operations and organizational needs. Flexibility and adaptability to evolving job demands are essential.

The hiring range for this position is $29.00 -$40.00 exclusive of benefits or bonuses (discretionary and non-discretionary). The offered base compensation will be determined based on factors such as geographic location, business need, market conditions, proficiencies, skills, education, and experience.

Additionally, at Martin Marietta we place a high value on internal pay equity and will consider the compensation for those in similarly situated roles and direct team members. The hiring range for this role represents the base compensation we expect to pay for the position at time of hire and does not represent the total possible base pay of the position.

In addition to our base compensation, we also offer a competitive benefits package for full-time employees, including medical, dental and vision coverage; prescription drug coverage; health savings accounts; flexible spending accounts; life, AD&D and disability insurance; 401(k) with a company match and an employer-funded defined benefit pension plan.

Other benefits include paid time off, paid holidays, education/tuition assistance, an employee discount program, adoption assistance, wellness programs and more.

Part time employees are eligible to participate in the 401k plan and receive a company match. In addition, they are eligible to start accruing service for the pension plan.