Purpose of the Role
To meet all customers' and business requirements in the most cost effective, professional, and timely manner manner whilst achieving a high level of customer service. To provide customers with a quality service for all sales enquiries, quotations, orders, deliveries, and associated administration in the most cost-effective way for Heidelberg Materials Cement Products.
To support the role of the external sales force through securing work, following up of sales leads, and promotion of branded products.
Key accountabilities
Answer incoming calls in a professional manner using Heidelberg Materials standard call answering script and in line with set KPIs
Effectively manage all customer calls through actively listening to what the customer is saying in order to capture all the relevant information required to process the customer order or enquiry, asking relevant questions and communicating in an empathic, confident and assertive manner
Negotiate customer time windows to ensure a flat delivery profile.
Fully comply with the allocator cycle.
Daily liaison with allocations controller identifies planning issues and recommend corrective actions.
Order Management:
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, 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
Negotiate realistic delivery times with customers considering other orders on the day and truck availability using the order delivery viewer screen within Heidelberg Materials transport management system
Delivery Management:
Comply effectively with the Allocation Process
Record exceptions daily
Monitor off duty trucks
Ensure off duty trucks are not being optimised
Ensure working trucks are on the optimiser
Monitor Negative Status's
Manage negative breaks
Complete status's correctly
Confirm messages that they have actioned
Respond quickly and appropriately to call request messages
Record poor performers and report
Redirect trucks as needed during breakdowns
Record and report plant breakdowns/loading delays
Periodically review OEV to get a picture of future orders
Read all allocators instruction messages
Correct delivery instructions as needed
Follow up on all delegated responsibilities
Inform customers of late deliveries and renegotiate delivery window
Sort GUI by A Time
Assign delivery to truck, in order of time
Record and report plant breakdowns/loading delays
Manage specific late deliveries and involve scheduler if necessary
General
Liaison with ACM/DSM/AGM/RGM/DOM/RM and other required sales & operational staff.
Compliance with company policies.
Prevention and resolution of invoice queries.
Efficiently handle customer and haulier enquiries and queries to resolution in a timely manner.
Accurately process all admin within given deadlines.
Develop knowledge of all roles within the team and provide cover when requested.
Link with the area teams and relevant external departments to ensure high level of customer service is maintained, including working within other areas should the need arise.
In conjunction with weighbridge / Batching staff, engage sufficient haulage to meet customer delivery requirements.
Where applicable liaise with Cement production to ensure fleet is scheduled accordingly.
Monitor distribution operation regarding customer requirements and vehicle utilization during the day
Liaise with weighbridge / plant supervisors, unit, and other regional coordinators to optimize distribution solution (including back-loads between areas).
Maintain good working relationships with drivers and service providers.
Carry out administrative duties associated with this role and any other duties.
Receive, log and resolve customer complaints on the Heidelberg Materials NCR and Complaints system ensuring preventative and corrective measures are put in place.
Essential
Good level of commitment to customer service and satisfaction
Excellent communication skills
Adaptability and Flexibility to accommodate changing situations
Desirable
Knowledge of construction industry and products
Knowledge of local and national geography.
Knowledge of Logistics / Planning processes
Experience
What's on Offer
Salary: £26,000-£28,000pa
* Employer of choice: Armed Forces Covenant (Silver) / Disability Confident Committed / 5% Club (Platinum) / Mates in Mind / Clear Assured (Foundation) / The Mineral Products and Qualification Council (MPQC) / STEM Ambassador
* Compensation Package: Bonus incentives / Generous Pension Schemes / Life Assurance
* Work Life Balance: 27 days holiday (excluding bank holidays) / Agile working / Flexible working / Holiday purchase / Sabbatical
* Family Friendly: Enhanced policies such as Maternity / Paternity / Parental Leave / Neonatal / Adoption/IVF/Menopause
* Social Value: paid Volunteering Day every year / Communities (LGBTQ+, Network of Woman, Woman in Science and Engineering (STEM), Armed Forces)
* Wellbeing: Employee Assistance Programme (EAP) / Mental Health First Aiders / Cycle to Work / Employee Benefits portal including Gym discount / Free eye tests / Discounted Private Medical cover