Supervisor Digital

Founded in 1906, over the last 110+ years' CEMEX has grown into a global building materials company that provides high quality products and reliable service to customers and communities throughout the Americas, Europe, Africa, the Middle East, and Asia. Here at CEMEX we offer our employees competitive wages, career growth, excellent benefits including health, dental & vision plans, vacation or paid time off, employee assistance program and retirement plan options, along with over a century of stability to build your next career on! To learn more about our company culture and why you should join us, visit us at www.cemexusa.com/careers. For direct access to CEMEX Career Opportunities, visit us at https://jobs.cemex.com/.

The Supervisor, Customer Service/Digital reports to the Manager, Delivery. The candidate must have extensive knowledge of the service center area and be able to process orders. The candidate must possess excellent phone skills, work efficiently in a fast-paced environment, and have excellent organizational skills. The Supervisor, Customer Service/Digital is also responsible for the supervision of people and activities related to CEMEX Go, and oversees digital tasks and ensures Customer Service and Sales is supported on an as needed basis.

• Supervise and assist with all means of customer communication (phone, email, SMS, digital console, and others as applicable) for Ready Mix deliveries and customer requests
• Supervise and assist with dispatch and tracking of deliveries for Houston Ready Mix shipping locations
• Assist credit department when accounts are past due
• General support with sales (including HSC) inquiries to include Genesys records, Command reports, Track It, CX Go, and others as needed
• Supervises all orders received through all CEMEX channels (Cemex Go, digital store front, phones, text, and all other applications)
• Responsible for driver load reports for CEMEX and Houston Shell & Concrete
• Works closely with the CEMEX Digital Team
• Monitor and review with Dispatch Manager relevant KPIs
• Ensure mix design is available at plants as needed
• Gather feedback and suggestions from customers, report to Dispatch Manager, and implement new improvements that would improve our customer centricity
• Review CSR & Dispatcher calls to understand where training and improvements are needed
• Verifying value added products availability at ready mix plants
• Responsible for the Kronos timekeeping system in the Customer Service area
• Ability to supervise dispatch and truck drivers
• Coordinate with Schedulers to create an efficient and successful schedule
• Monitor both request queue and the offer enablement tool (DCO)
• Assist customers with all CX Go related inquiries
• Work with US Customer Experience team to monitor agent's performance
• Responsible for coaching and training both CSR and Digital Agents
• Support the operation with scheduling, feedback, and other needs as arise
• Perform other job responsibilities as assigned by management

• 3-5 years of customer service experience
• Sales experience preferred
• Bachelor's degree preferred and/or experience in related areas
• One year of customer service experience preferred
• Ability to troubleshoot, follow-up and problem solve

• Experience with CEMEX Go is a plus
• Strong communication and analytical skills
• Proficient with Office 365
• Detail oriented
• Ability to work with customers on a daily basis
• Customer Service experience is a plus

• Frequent sitting, standing, and walking
• Normal office environment
• This position will require working with strict deadlines, deliverables and working under pressure
• Abide by safe work procedures and policies

• Exerting up to 20 pounds of force occasionally, and job involves sitting most of the time, but also involves walking or standing for brief periods of time
• While performing the duties of this job, the employee is regularly required to talk and hear, in order to communicate to employees/visitors as well as function safely is their working environment
• Must be able to perform all job functions which include, but may not be limited to, pushing, turning, and/or pulling of controls

CEMEX is an EEO/AA (equal opportunity/affirmative action) institution and does not discriminate on the basis of race, color, religion, religious creed, sex, sexual orientation, gender identity or expression, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, marital or familial status, military or veteran status, or any other characteristic protected by under federal, state or local law in the programs or activities which it operates.

CEMEX will consider for employment qualified applicants with criminal histories in a manner consistent with all local, state and federal laws.

CEMEX is an E-Verify participating employer.

Arizona Smoke-Free Act. CEMEX complies with the State of Arizona's Smoke-Free Act (Arizona Revised Statutes * 36-601.01). Smoking and/or the use of tobacco or related products is prohibited in and on CEMEX property as well as any building and/or vehicle owned or leased by CEMEX.

CEMEX offers both competitive pay and benefits. Benefits applicable to this position may include, but are not limited to, medical, dental, vision, 401(k), Paid Time Off, and Holiday Pay, as well as a comprehensive wellness program to help keep employees and their families healthy and well. You can learn more about CEMEX Benefits by visiting the CEMEX USA Benefits and Well-Being page. (https://www.cemexusa.com/careers/life-at-cemex/benefits-well-being).

CEMEX es una institucio n EEO/AA (igualdad de oportunidad/accio n afirmativa) y no discrimina en base al sexo, edad, raza, color, religion, discapacidad fisica o mental, credo, origen nacional, estatus veterano, orientacio n sexual, infomacio n genetica, identidad de genero, o expresio n de genero en los programas o actividades los cuales opera.