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- Tasks: Manage customer accounts and ensure top-notch service while handling orders and sales administration.
- Company: Heidelberg Materials, a diverse and inclusive workplace committed to sustainability.
- Benefits: Starting salary of ÂŁ29,000, generous holidays, flexible working, and bonus incentives.
- Other info: Enjoy a family-friendly environment with excellent wellbeing initiatives and career growth opportunities.
- Why this job: Join a supportive team and make a real impact in the construction industry.
- Qualifications: GCSEs in Maths and English, plus knowledge of SAP, Word, and Excel.
The predicted salary is between 29000 - 29000 ÂŁ per year.
Heidelberg Materials is 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.
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 necessary.
- 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 accuracy.
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 processes.
- 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 ÂŁ29,000 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.
Customer Account Co Ordinator employer: Heidelberg Materials
Contact Detail:
Heidelberg Materials Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Account Co Ordinator
✨Tip Number 1
Network like a pro! Reach out to current employees at Heidelberg Materials on LinkedIn. Ask them about their experiences and any tips they might have for landing the Customer Account Co-ordinator role. Personal connections can give you an edge!
✨Tip Number 2
Prepare for the interview by understanding the company culture. Familiarise yourself with their commitment to diversity and inclusion. Be ready to share how your unique background can contribute to their goals, especially around customer service and teamwork.
✨Tip Number 3
Showcase your problem-solving skills! Think of examples where you've effectively managed customer queries or improved processes in previous roles. This will demonstrate your ability to handle the day-to-day challenges of the position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in being part of the Heidelberg Materials family.
We think you need these skills to ace Customer Account Co Ordinator
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight how your skills and experiences align with the role of Customer Account Co-Ordinator. We want to see how you can meet our customers' needs and contribute to our goals!
Showcase Your Customer Service Skills: Since this role is all about providing top-notch customer service, share specific examples of how you've gone above and beyond for customers in the past. We love hearing about your successes and how you handle challenges!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Heidelberg Materials
✨Know the Company Culture
Before your interview, take some time to research Heidelberg Materials and their commitment to diversity and inclusion. Understanding their values will help you align your answers with what they prioritise, showing that you're a great fit for their culture.
✨Demonstrate Customer-Centric Skills
As a Customer Account Co-ordinator, you'll need to showcase your ability to manage customer relationships effectively. Prepare examples from your past experiences where you've gone above and beyond to meet customer needs or resolve issues, highlighting your proactive approach.
✨Familiarise Yourself with SAP
Since working knowledge of SAP is essential for this role, brush up on your skills before the interview. If you have specific examples of how you've used SAP in previous roles, be ready to discuss them, as this will demonstrate your technical competence.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving abilities, especially regarding order management and customer queries. Think of scenarios where you've had to handle unexpected challenges and how you resolved them, as this will show your critical thinking and adaptability.