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 Accountability
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
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:
Experience
Team Work
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
What's on Offer
Salary: £27,000 - £29,000
* 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
