Customer Account Co Ordinator in Syston

Role Purpose

Provide customers with a quality service for all sales, orders, deliveries, and related administration 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 orders, sales KPIs, and cost efficiencies.

Key Accountabilities

• Cover all day‑to‑day orders and sales administration tasks to ensure a seamless customer journey from pricing, order placement to invoicing and KPI achievement.
• Overall accountability for key accounts: manage customer orders and accounts, review process compliance, and advocate cross‑business line performance.
• Manage national customer activity, engage internal departments and collaborate with team members to meet customer needs.
• Conduct daily, weekly, and monthly catch‑ups with commercial and operational staff to discuss customer or internal issues.
• Maintain a firm understanding of costs, margins, unvoiced revenue, and cash collection impacts.
• Support the business in unforeseen circumstances (allocation, plant breakdowns, inventory, etc.).
• Promote Heidelberg Materials digital tools, especially customer online portals.
• Engage fully with operational, commercial, and wider cement teams to ensure high-level customer service.

Order Management

• Ensure key customers’ order books are proactively managed; develop relationships and anticipate requirements.
• Adopt a customer‑centric approach, offering alternatives and communicating delays or late loads effectively.
• Maintain a list of “key offenders” (e.g., trucks kept on site, late cancellations) and monitor portal orders for confirmation or amendment.
• Process sundry charges, cancellations, out‑of‑hours and waiting‑time surcharges in line with company policy.
• Ensure customer interaction is personal and owned across internal and external interactions.
• Assist with error checks and process improvements based on audit analysis.

Reporting and Analysis

• Acknowledge and suggest process improvements based on analysis and feedback.
• Monitor OSCC phone statistics, Tableau and query dashboards.
• Run reports in SAP, extracting and analysing data.
• Understand SMART targets and assist with KPI formation.
• Pricing: process cement pricing updates, calculations and SAP updates, assist with price increases.
• Query Management: resolve all query reasons accurately, monitor order reasons, review notes and calculations.

Projects and Training

• Coach team members on process and assist with roll‑outs.
• Gather feedback and analyse new and current processes.
• Review process documents for accuracy and compliance.
• Work with the training team to improve agent competencies and cement training packages.

Compliance and Customer Support

• Ensure compliance with company policies.
• Prevent and resolve invoice queries; handle customer enquiries to resolution in a timely manner.
• Process all admin within deadlines, meeting critical cash and invoice deadlines.
• Maintain knowledge of team tasks and provide cover when requested.
• Link with teams and external departments to uphold high-level customer service and meet delivery requirements.

Education and Qualification

• GCSE 4+ or equivalent to C in Maths and English.
• Working knowledge of SAP, 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 programmes: Armed Forces Covenant (Silver), Disability Confident, 5% Club (Gold), Mates in Mind, Clear Assured (Foundation), MPQC, Youth Employment, CTP, School & University Outreach, Gradcracker, Wellbeing for Life.
• Compensation: bonus incentives, generous pension scheme up to 15%, life assurance.
• Work‑life balance: 27 days holiday (excluding bank holidays), agile working, flexible working, holiday purchase, sabbatical.
• Family friendly: enhanced maternity, paternity, parental leave, neonatal, adoption.
• Social values: paid volunteering day each year, communities (LGBTQ+, Women in STEM, Armed Forces).
• Wellbeing: Employee Assistance Programme, mental health first aiders, cycle-to-work, gym discount, free eye tests, discounted private medical cover.

Equality, Diversity and Inclusion

Heidelberg Materials UK is committed to creating an inclusive and respectful workplace where diversity is valued. We encourage applications from individuals regardless of background and provide reasonable accommodations for people with disabilities.