Customer Account Co Ordinator

Heidelberg Materials UK (formerly Hanson UK) is one of the UK’s largest suppliers of construction materials, employing over 4,000 people and operating around 300 manufacturing sites in the UK.

We are committed to building a more sustainable future and recognise that a diverse workforce is vital to our growth and advancement. We aim to promote a culture that values openness, transparency and individual achievement.

At the centre of our actions lies the responsibility for the environment. As the front runner on the path to carbon neutrality and circular economy in the building materials industry, we are working on sustainable building materials and solutions for the future. We enable new opportunities for our customers through digitalisation.

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

• 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, unvoiced 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

• GCSE 4+ or equivalent to C in Math’s and English

• Working knowledge of SAP

• Working knowledge of Word and Excel

What’s on Offer:

Salary: starting from £29,000 per annum - experience dependent

Location: Syston

Working Hours: 06:30-17:30 Rota Shifts

Employer of choice: Armed Forces Covenant (Silver) / Disability Confident Committed / 5% Club (Gold) / Mates in Mind / Clear Assured (Foundation) / MPQC / Youth Employment / CTP / School & University Outreach / Gradcracker / Wellbeing for Life
Compensation Package: Bonus incentives / Generous Pension Schemes up to 15% / 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
Social Values: 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