REQUIRED
Purpose of the role
To meet all customers' and business requirements in the most cost effective, professional and timely manner whilst achieving a high level of customer service. To provide customers with a quality service for all sales, orders, deliveries and associated administration in the most cost effective way for Heidelberg Materials Quarry Products. Pro-actively manage the order book and work profile for key accounts and national customers, ensuring that the customer journey is managed in line with the orders and sales KPI's as well as maximising cost efficiencies. Actively engage with key stakeholders such as operational staff, commercial staff and other internal departments to ensure that the customer experience and KPIs are at the front of all decisions which are made.
Key accountabilities
Key Actions
Cover all day-to-day orders and sales administration tasks to ensure a Quotific customer journey from pricing , order placement to invoice, to ensure that the KPIs are best achieved
Overall accountability for key accounts, managing customer orders and accounts,
Process compliance reviews.
Advocate and support cross business line performance.
Manage customer activity nationally, engage with internal departments and cross collaborate with team members to ensure customers needs are best met.
Daily/Weekly/monthly catch ups with commercial team and operational staff to discuss any issues from customers or internal departments.
Firm understanding of costs, margin, unnvoiced revenue. cash collection impacts
Support the business in cases of unforeseen circumstances, factoring in allocation, plant breakdowns, inventory etc.
Promote the use of Heidelberg Materials digital tools, in particular the uptake and use of online portals with customers.
Full engagement with operational and commercial interactions and the wider cement team.
Order Management:
Establish key customers ensuring that their order book is proactively managed. Develop relationships with key customers and anticipate requirements.
Adopt a customer centric approach to orders and always offer alternatives
Ensure that on the day delays and late loads are communicated effectively.
Collate a list of "key offenders", for issues such as trucks being kept on site, orders constantly booked on but cancelled on the day etc.
Ensure our online portals are regularly monitored and orders are confirmed or amended as required.
Responsible for processing sundry charges, cancellation, out of hours and waiting time surcharges in line with company policy.
Ensure that customer interaction is personal and owned with both internal and external interactions.
Ensure the team are fully competent on the customer journey from pricing to invoice
Assist on error checks and process improvements based on pending audit analysis.
Reporting and analysis
Acknowledge and suggest process improvements based on analysis and feedback
Proactively monitor and report on OSCC phone stats
Proactively monitor and report on tableau and query dashboard
Competently run reports in SAP including extract and analysis
Understand SMART targets and assist with the formation of KPI's
Pricing / Price Increase
Processing cement pricing updates and calculations and update in SAP including effects of incorrect input
Full process knowledge and relationship with stakeholders involved in the price increase and assist with implementation
Query Management / Resolution
Process all query reasons and how to resolve accurately
Monitor query reasons and order reasons to ensure they are accurate.
Review notes and calculations to ensure accurate
Projects and Training
Coach team members on process and assist with roll outs
Help to gather feedback and help with analysis on new and current process'
Help to review process documents to ensure they are accurate and compliant
Liase with the training team to improve agent competencies and cement training packages
General
Full end to end knowledge of processes across orders and sales administration
Liaison with commercial & operational staff.
Compliance with company policies.
Prevention and resolution of invoice queries.
Efficiently handle customer enquiries to resolution in a timely manner.
Accurately process all admin within given deadlines, meeting critical deadlines for cash / invoice
Hold knowledge of all tasks within the team and provide cover when requested.
Link with the teams and relevant external departments to ensure high level of customer service is maintained, including working within other areas should the need arise.
Engage & manage sufficient communication streams to meet customer delivery requirements.
Education/Qualification
Minimum of a Grade C at GCSE in Maths and English
Excellent knowledge of SAP, Syncrotess systems and standard office packages
Good communication and analytical skills with the ability to negotiate at all levels
Will also ideally have experience of working within a large company environment and achieving targets
What's on Offer
Salary - £27,000 - £28,000
Location - Syston
Working Hours - #removed# on rotational shift basis
