Customer Service Representative - Order Desk

About Bedford Ready Mix

Bedford Ready Mix has been in operation since 1985 and is a proud member of OSCO Concrete & Aggregates Limited. We perform a mix of residential work along with large-scale industrial/commercial projects. OSCO Concrete also operates a large fleet of concrete pumps, including the largest concrete boom pump east of Montreal.

Job Summary

Reporting to the Operations Manager, the Customer Service Representative (Order Desk) is responsible for delivering high-quality customer service through high-volume inbound and outbound calls, ensuring all customer inquiries, orders, and service requests are handled accurately and efficiently.

This role is critical in supporting daily operations by ensuring all order details are clearly captured and communicated to the dispatch team. The successful candidate will possess strong organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment. The goal is to provide a responsive, professional customer experience while ensuring smooth scheduling and delivery execution.

Key Responsibilities

• Manage high-volume inbound and outbound customer calls in a professional and efficient manner
• Accurately process sales orders, quotes, and customer inquiries
• Take and enter orders with a high degree of accuracy, ensuring all required details are captured
• Assist customers with product inquiries, order placement, order tracking, and issue resolution
• Schedule delivery times and coordinate closely with customers and dispatch to ensure timely service
• Proactively follow up with customers regarding orders, changes, or service updates
• Monitor order progress and adjust schedules as required to meet delivery commitments
• Continuously assess and optimize scheduling to support operational efficiency
• Verify order accuracy prior to dispatch to minimize errors and delays
• Provide backup support for dispatch functions as required
• Perform other related duties as assigned

Technical Requirements

• Previous Customer Service Representative experience required, with a focus on inbound and outbound call handling
• Strong computer skills, including experience with order entry systems and Microsoft Office
• Experience working in an order desk, dispatch, or call centre environment is considered a strong asset
• Familiarity with Halifax Regional Municipality (HRM) roadways is an asset
• Experience in the concrete, construction, or trucking industry is a definite asset

Business Competencies

• Exceptional attention to detail and accuracy in a high-volume environment
• Strong communication skills with a professional and customer-focused approach
• Proven ability to multi-task, prioritize, and manage competing demands
• Strong problem-solving skills, with the ability to quickly adapt to changing schedules and customer needs
• Ability to remain calm and effective under pressure in a fast-paced, deadline-driven environment

Work Environment & Cultural Expectations

• This position involves long workdays and early morning starts. 
• Ability to work early mornings, days, and evening shifts based on operational needs
• Extended hours based on operational needs
• Participation in a rotating Closing and Saturday schedules
• Ability to thrive in a high-volume, fast-paced order desk environment
• Collaborative team player who can work effectively within a diverse workforce

As a member of the OSCO Construction Group, OSCO Concrete & Aggregates Limited offers a comprehensive compensation and benefits package including health and dental coverage, life insurance and RRSP options. Additionally, we offer health and wellness programming, years of service rewards and employee sport team sponsorships.