Benefits

Salary: £27,000-£30,000pa

Location: Syston

Purpose of the role

Manage a portfolio of customers across a defined geographical region. Grow the business through outbound calls to prospective customers. Be responsible for pricing specific customers within the area. Work closely with the DSM/s for the local area to provide a seamless commercial approach. Proactively manage the sales administration processes relating to the commercial functions, whilst providing significant focus on delivering an excellent customer experience. Offer all customers, a professional, dedicated, personal service when calling into the Customer Service Centre (CSC). Be able to cover order taking to assist the distribution function as the need arises.

Key Tasks / Accountabilities

Sales Management

• Generate new business through structured, proactive outbound calls and planned follow up.
• Make regular sales calls to existing portfolio customers to an agreed call plan with specific call objectives and working to Customer Management Plans.
• Identify and develop relationships with key prospects and decision makers of existing customers effectively communicating Hanson's value, unique selling proposition and differentiators.
• Price jobs for specific customers to agreed volume levels in line with pricing guidelines agreed with the DSM and CSL.
• Work with DSM to conduct market analysis including assessments of demand, customer segmentation and location and capability of competitors.
• Identify opportunities to add value and contribute to the success of the customer's business.
• Price cash sale enquiries in line with cash sale pricing policy.

Sales Administration

• Efficiently handle all customer written and verbal enquiries in a timely manner.
• Generate accurate quotations, with particular focus on technical requirements, in a timescale to meet customers' reasonable needs.
• Navigate systems efficiently and accurately, keeping the customer informed at all times
• Ask relevant questions and communicating in an empathic, confident and assertive manner
• Where able, investigate and resolve customer issues and complaints through actively listening and proactively looking for suitable solutions for the customer that is not detriment to the Hanson business
• Liaise with other internal and external Hanson team members in relation to customer orders, pricing, products, delivery matters via phone and email
• Where necessary, escalate customer issues or order details following the correct process when the situation is outside the control, capabilities or authority of the job incumbent.
• Take payment for cash sale jobs.
• Effectively develop and maintain a good level of team morale, supporting colleagues to achieve the area's business goals and objectives
• Develop knowledge of other roles within the team and be able to provide cover as far as possible.

Order Management

• Understand basics of order placement so as to be able to place customer orders if temporarily covering for Shipper role.
• Be able to create, alter and confirm new customer orders whether on account or as a cash sale, completing all necessary customer order details within the Company's SAP Order Management system, such as customer name, billing address, delivery address, full customer contact name and telephone number; order date, delivery time, type of product ordered using the material search function to locate the required product, quantity of the product required
• Understand production and truck capabilities and negotiate realistic delivery times with customers considering other orders on the day. Offering the best solution using the order delivery viewer screen within Hanson's transport management system

General

• Develop product knowledge for all Hanson products.
• Develop knowledge of concrete industry, customers and markets.
• Link with the area teams and relevant external departments to ensure high level of customer service is maintained.
• Maintain good working relationships including a courteous and prompt response to customers, colleagues, drivers, plant staff and transport personnel

Key Targets

• Volume and margin for allocated plants.
• Increase in customer numbers.
• Increase percentage of VAPs.
• Cash sale volume and margin.
• Minimise queries.
• Quote numbers.
• Quote turnaround time.

Health and Safety

• The Company has a goal to operate with Zero Harm. This position must support the Zero Harm philosophy and promote safety and environmental initiatives by:

Job requirements

Essential:

• Excellent level of commitment to provide a seamless, first class customer experience
• Excellent communication skills
• Highly proactive and motivated approach to work
• IT Literate including Microsoft Office Suite

Desirable:

• Knowledge of construction industry and products
• Knowledge of SAP system
• Knowledge of local and national geography.

Experience

• Experience - 1 year within a customer service role

Team Work

• Proven capability to build effective working relationships with customers and colleagues
• Demonstrated ability to use own initiative to improve performance and service.

The role holder is expected:

• to comply with all aspects of the Hanson Compliance Policy
• to ensure that all the business/operations are performed in accordance with instructions and procedures and in such a way so as to prevent any fraudulent activities taking place
• to comply with the Health & Safety at Work Act 1974 and to observe the requirements of the Company Safety Policy and other relevant legislation
• to update all areas of knowledge as required to carry out the job with maximum effectiveness and to attend training/development courses as and when required
• to comply will all aspects of the HR Policies and Procedures of the Company

Education/Qualification

• Minimum of a Grade C at GCSE in Maths and English
• Good communication skills with the ability to negotiate at all levels
• Working understanding of standard Microsoft software packages
• Will also ideally have experience of working within a large company environment and achieving targets

Competencies

Professional Competence

• Special functional knowledge and experience
• Cross-functional understanding

Commitment and engagement

• Show affiliation to the Group
• Stand by the Group's decisions
• Perform high level of work ethic
• Utilise own abilities for the best of the company

Internal and external customer and market management

• Foresee and act to meet customer needs
• Drive customer/supplier relations
• Demonstrate service orientation

Performance and result management

• Increase efficiency and quality
• Demonstrate cost discipline
• Optimise allocation of resources
• Execute tasks and focus on fast implementation

Decisiveness and adaptability

• Be straight forward and goal orientated
• Demonstrate drive and initiative
• Demonstrate openness to change, flexibility and adaptability
• Learn and develop continuously

Communication and cooperation

• Provide information and ensure open communication
• Demonstrate and apply persuasion and negotiation skills
• Establish trust and relationships
• Promote cooperation and partnership

Sustainable management

• Ensure occupational health and safety
• Drive environmental protection
• Avoid conflicts of interest
• Comply with laws and regulations
• Take social responsibility