Customer Account Co Ordinator

Heidelberg Materials: Where Diversity Empowers, Individuality Inspires, and Together, We can achieve Net Carbon Zero. We are dedicated to an inclusive and respectful workplace, valuing diverse skills and backgrounds for our business success. Our culture promotes openness, transparency, and individual growth. We actively encourage diversity in the construction industry and welcome all applicants, regardless of perfect alignment with job descriptions. Elevate your life with our family-friendly policies prioritising wellbeing.

Overview

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.
• 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.
• Liaise 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.