Customer Service Manager

San Diego, California
Salary: USD 100000 - 130000 Annually

Apply

Description

JOB SUMMARY
The Customer Service Manager is a pivotal leadership role responsible for directing the daily operations of the Customer Service and Dispatch departments. This individual ensures that Martin Marietta maintains its reputation as an industry leader by overseeing the seamless execution of the "order-to-delivery" process. The Manager is responsible for balancing high-volume customer demands with the logistical realities of plant capacity and fleet utilization.
Beyond operational oversight, the Customer Service Manager acts as the primary liaison between Sales, Operations, and Logistics, ensuring that every customer interaction—from initial quote to final delivery—aligns with the company’s strategic profitability goals and safety standards.
KEY DUTIES AND RESPONSIBILITIES
  • Lead, mentor, and evaluate a team of Customer Service Supervisors and CSRs. Set clear KPIs regarding call quality, order accuracy, and customer satisfaction.
  • Oversee the onboarding and continuous education of staff on industry products (mix designs, additives, aggregates), company software, and negotiation techniques.
  • Manage departmental scheduling to ensure 24/7 coverage (where applicable) and lead the recruitment and hiring process for new team members.
  • Direct the workflow of the "order-to-delivery" cycle, ensuring that customer orders are entered accurately and dispatched efficiently.
  • Partner with Logistics and Plant Managers to monitor fleet utilization and plant production "boards," minimizing downtime and maximizing delivery "spacing."
  • Serve as the final point of escalation for complex logistical issues, including equipment breakdowns, weather delays, or high-priority project conflicts.
  • Perform rigorous reviews of customer contracts and purchase orders prior to system entry to resolve pricing, volume, or delivery discrepancies.
  • Collaborate with the Sales team to analyze market trends and usage patterns, ensuring that service levels support high-margin accounts and long-term growth.
  • Oversee the resolution of billing disputes and ensure the department accurately processes credit card payments and "on-account" verifications.
  • Maintain personal contact with key accounts and high-volume contractors to ensure their specific project needs are met and to preemptively address service gaps.
  • Implement and refine a fair and effective process for resolving customer claims in accordance with company policy and consumer laws.
  • Ensure all team members demonstrate a "customer-first" attitude while maintaining professional composure in a high-pressure, fast-paced environment.
  • Ensure all delivery instructions and site-specific notes prioritize the safety of drivers and customer personnel on-site.
  • Verify that all digital and physical paperwork complies with DOT, environmental regulations, and Martin Marietta’s internal safety protocols.
  • Work with Dispatch to identify and communicate potential hazards at job sites to the driving fleet.
QUALIFICATIONS
Education
Bachelor’s degree in Business, Logistics, Construction Management, or relevant experience in lieu of a degree.
Work Experience
7+ years of progressive experience in Customer Service or Logistics Management, preferably within the Building Materials or Construction Industry.
Knowledge, Skills, and Abilities
Supervision
Coaching
Effective communicator (written and spoken)
Organizational skills
Problem solving
Sales aptitude
Customer service skills
Budget management
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 $100,000 -$130,000 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, this role is eligible for our annual bonus program. Bonuses awarded under this program are determined based on the performance of the organization and the employee. 
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; and life, AD&D and disability insurance. We also encourage our employees to plan for the future by offering a 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.

A member of the S&P 500 Index, Martin Marietta is an American-based company and a leading supplier of heavy building materials – including aggregates, cement, ready-mixed concrete and asphalt. Through a network of operations spanning 28 states, Canada and the Bahamas, dedicated Martin Marietta teams supply the foundational resources upon which our communities thrive. Martin Marietta's Magnesia Specialties business produces high-purity magnesia and dolomitic lime products used worldwide in environmental, industrial, agricultural and specialty applications.

At Martin Marietta, we strive to work with the best and the brightest – those who have the potential to become our company's future leaders. Each of our roughly 9,500 people shares a common purpose regardless of their professional role or work environment. Together, we utilize our diverse skills and experiences to drive our company and its extraordinary culture forward. Our aim is to build on our foundation of success and help values-driven and hardworking people realize their full potential. When you decide to invest your career in Martin Marietta, you'll know what it's like to be respected, challenged and rewarded.

In return, we offer a highly competitive benefits package, including: 

  • Medical
  • Prescription Drug
  • Dental
  • Vision
  • Health Care Reimbursement Account
  • Dependent Care Reimbursement Account
  • Wellness Programs
  • Employee Assistance Plan
  • Paid Holidays and Vacation
  • 401(k) with Company matching
  • Pension
  • Salary Continuation – Short-Term Disability
  • Long-Term Disability Options
  • Employee Life Insurance
  • Spouse & Dependent Life Insurance
  • Business Travel Accident Insurance
  • Direct Deposit Payroll
  • Educational/Tuition Assistance Plan
  • College Scholarship Program – for dependent children
  • Matching Gift Program
  • New Auto Purchase Discount Plans

At Martin Marietta, we are proud to be an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all qualified applicants and teammates. We celebrate diversity and commit that qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Apply Apply Later
← Back to Current Openings

Share