Proactively manage the sales administration processes relating to the aggregate and asphalt commercial functions, whilst providing significant focus on delivering an excellent customer experience and maintaining our agreed service level.
To provide an excellent, seamless customer experience and take ownership of all presented situations
Accurately process all admin within given deadlines, primarily including but not limited to invoice disputes, miscellaneous service charges, sundry invoices, reducing un-invoiced through PDI processing, root cause analysis, sales reporting, manual documents, NCR / complaint system and any other associated admin processes as required.
Liaison with external commercial and operational teams.
Prevention and resolution of invoice queries including route cause analysis.
Acquire and apply market, product and customer knowledge to the day to day operation of the customer service centre.
Efficiently handle customer written and verbal enquiries in a timely manner.
Liaise with orders, distribution, operational and UKBSC staff to ensure the most efficient and effective completion of administration tasks, within given timeframes.
Ensure timely production of relevant reports as required by internal and external commercial teams including management.
Ensure accurate, current prices are applied to all disputed quotes after resolution
Develop knowledge of all roles within the team and provide cover when required
Develop product and process knowledge for all Heidelberg products
Develop good geographical knowledge of Heidelberg operational sites
Link with area teams and relevant internal and external departments to ensure a high level of customer service is maintained, including working within other areas should the need arise.
Maintain excellent working relationships with designated customer base.
Adherence to all other appropriate policies including IMS, HR, Heidelberg Code of Conduct and the Competition Act.
