OldCastle Customer Service Representative Lead - Concord, ON in Concord, Ontario

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It is a great time to join the CRH Canada team! CRH Canada is going through an exciting business transformation which demands first-class Talent Management support to drive results.

We are building a world- class team. Make your mark!

You will be a successful addition to our team if you look at change as an opportunity to develop and contribute to the business. You will be successful in your role if you like partnering with the business, presenting new ideas and providing excellent customer service.


The CSR Lead is reporting to the Distribution Manager and is responsible for organizing, analyzing and overseeing the operation of the Distribution Call Centre office and the hour-to-hour supervision of CSRs. Responsibilities also include ensuring that a high level of customer service is maintained within the budgeted delivery cost, utilization and efficiency figures (BCM) as well all Call Centre KPIs.


  • The CSR Lead is responsible for piecing together all the orders into a workable delivery sequence. This requires flexibility, creativity, and knowing the realistic limitations of the company‚Äôs batch plant production and delivery capabilities.

  • Provide guidance to CSRs to reduce delivery costs and maintain a high level of customer service.

  • Manages ACD phone system and all associated call centre reports.

  • Provide guidance to CSRs regarding customer orders in order to provide maximum service while minimizing non-productive time of equipment and drivers.

  • Coordinate daily work flow with the Scheduler to provide a high level of customer service while minimizing non-productive driver time.

  • Review of next day orders and scheduling graph so a driver call-in report can be prepared by the Scheduler.

  • Inform sales, technical services, and field services as to possible conflicts or problems that have developed or may develop.

  • Inform Distribution manager, plant managers, area managers and district managers of any pertinent information.

  • Brief CSRs, Scheduler and Distribution Manager on all relevant topics, complaints, large pours, specialty pours, driver availability, plant status.

  • Provide and analyze reports as a tool for effective problem solving.

  • Coach staff as required

  • Prepare and manage CSRs weekly schedule, and vacations.

  • Ensure that all company policies and procedures are followed. (H&S, lost time injures, spill response)

  • Monitor and evaluate CSRs performance for performance appraisals; provide suggestions for improved performance. Formulate and implement employee corrective actions as needed and provide recommendations to Distribution Manger.

  • Perform other duties as required.


  • Supervision of 10-12 CSRs


  • Office Environment

  • Occasional field assignments


  • Knowledge of Company products.

  • Familiarity with pricing and sales procedures.

  • Thorough understanding of customer service practices.


  • At least five (5) years of customer service experience and two (2) years of supervisory experience.


  • Secondary school education and/or 2-3 years related work experience

  • Good understanding of construction practices

  • Strong computer skills with dispatch systems i.e. command data, excel, access, word

  • Must be able to work in a high-stressed, fast paced environment

  • Must be a multi-task, customer oriented person with attention to detail

  • Team player

  • Cost Conscious

  • Strong analytical skills

  • Supervisory skills

Visit our website for more information: http://www.crhcanada.com