Job Description

Job ID: 502338

Exempt

Oldcastle Infrastructure™ , a CRH company, is the leading provider of utility infrastructure solutions for the water, energy, and communications markets throughout North America. We’re more than just a manufacturer of precast concrete, polymer concrete, or plastic products. We’re a trusted and strategic partner to engineers, contractors, distributors, specifiers, and more. With our network of more than 80 manufacturing facilities and more than 4,000 employees, we’re leading the industry with innovation and a safety-first mindset.

Job Summary

This person will be responsible for promptly addressing customer inquiries, providing solutions to escalations, modeling customer journeys, and answering questions / concerns in a timely and professional manner. This is a managerial level position that will be responsible for managing customer relationships touching several markets as outlined in Oldcastle’s SOPs. The team’s purpose is to act as a single point of contact to connect the customer with the department they need on the first try; supporting our goal of providing our customers with a best in class service.

The National Account Manager will report to the Director of Customer Operations.

Job Responsibilities

The primary functions are to manage a team with the goal of building relationships with internal and external shareholders in mind. Assist with incoming inquiries through various mediums including phone and email. Answer calls in a timely and respectful manner. Candidate must be solution-driven in any interactions with customers, both internal and external.

• Process and support customers’ orders and inquiries related to their dedicated market

• Lead a team that acts as a single point of contact for all of Oldcastle Infrastructure; connecting the customer with the department they are trying to reach on the first try

• Lead and manage a team of Customer Service Representatives; ~3 direct reports
• Answer calls and handle email inquiries; providing courteous, timely, and effective customer service
• Inquiry entry in ERP systems, projects to support overall business functions, and sales support
• Inform customers of the status of their orders, advising them of any changes
• Comply with company attendance standards
• Coordinate effectively with transportation, planning, engineering and sales
• Provide support to various teams across the business via reporting, data entry, internal support, and contract questions
• Follow escalation processes for customer issue resolution
• Ability to engage effectively with employees at all levels, demonstrating a confident and assertive communication style. You thrive in environments that require robust dialogue and collaboration. fits well with all employee levels, is comfortable with rigorous give and take, communicative and collaborative style
• Effective Team Player who excels in collaborative settings but is also highly capable of working independently, taking initiative and driving results
• Energetic leader with a proactive approach to providing and receiving feedback to foster growth and improvement
• A willingness to take instruction and be accountable for their duties while also being able to hold others accountable to their work
• Skilled user in MS Office, Sales Force and various ERP systems
• Customer focused; dedicated to meeting the expectations of internal and external customers
• Capable of effectively organizing and prioritizing tasks to ensure optimal productivity
• Forward thinker with the capacity to anticipate unexpected changes and contributes to business strategy and initiatives
• Ability to handle client escalations with respect and effectiveness, supporting positive outcomes
• Committed to personal career development; actively seeks opportunities for personal growth, including business knowledge, product application, and communication skills

Job Requirements

• 2+ Years Management / Customer Service in an office environment
• Experience working in manufacturing or logistics is preferred
• Excellent interpersonal and oral/written communication
• Comfortable user of excel and computers
• Detail oriented, with the ability to multi-task
• Demonstrated ability to work calmly in a fast-paced team environment
• Willing to be adaptable & flexible in our ever-changing work environment

What CRH Offers You

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

Oldcastle Enclosure Solutions (OES), a CRH Company, is an Affirmative Action and Equal Opportunity Employer.

EOE/Vet/Disability--If you want to know more, please click on this  link . 

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