Heidelberg Materials UK (formerly Hanson UK) is one of the UK’s largest suppliers of construction materials, employing over 3,500 people and operating around 280 manufacturing sites in the UK. We are committed to building a more sustainable future and recognise that a diverse workforce is key to our growth and development. We aim to foster a culture that values openness, transparency and individual achievement. 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 enquiries, quotations, orders, deliveries and associated administration in the most cost effective way for Heidelberg Materials Quarry Products. To support the role of the external sales force through securing work, following up of sales leads, and promotion of branded products Key accountabilities: Monitor Plant availability: · Record exceptions daily · Exception report to TL on a weekly basis Plant Breakdown: · Ensure unplanned plant downtime is updated within SyncroTess. · Ensure customer deliveries are amended to lowest cost of supply. · Control of material buyout when applicable. Key Actions · Answer incoming calls in a professional manner using Heidelberg Materials’ standard call answering script and in line with set KPIs · Effectively manage all customer calls through actively listening to what the customer is saying in order to capture all the relevant information required to process the customer order or enquiry; asking relevant questions and communicating in an empathic, confident and assertive manner · Negotiate customer time windows to ensure a flat delivery profile. · Produce pre plan costs of supply supported by the Pre planner on a daily basis · Daily liaison with allocations controller to identify planning issues and recommend corrective actions. · Daily plant communication to agree both current and future day mixing schedule. · Control real time order amendment and plant breakdowns with the allocators. · Create and review Mixing programmes for plant within your area. · Review of Mixing programmes for future enhancements. Order Management: · Create, alter and confirm new customer orders whether on account or as a cash sale, completing all necessary customer order details within the Company’s SAP Order Management system, such as customer name, billing address, delivery address, customer contact name and telephone number; order date, delivery time, type of product ordered using the material search function to locate the required product, quantity of the product required · Inform all customers placing orders of Heidelberg Materials’ standard terms and conditions of sale and gaining the customer’s agreement to Heidelberg Materials’ terms and conditions of business before confirming the order with the customer · Negotiate realistic delivery times with customers considering other orders on the day and truck availability using the order delivery viewer screen within Heidelberg Materials’ transport management system Communication: · Courteous and prompt response to drivers, plant staff and transport personnel · Inform TL/RM of plant breakdowns (Record and document) · Escalate any circumstances likely to impact on service quality or any areas requiring clarification Delivery Management: · Comply effectively with the Pre Plan Cycle · Record exceptions daily · Complete daily planner check list. · Monitor SyncroTess messages and complete when actioned. · Record poor performers and report · Redirect trucks as needed during breakdowns · Record and report plant breakdowns · Review OEV to get a picture of future days orders · Read all allocators instruction messages · Correct delivery instructions as needed · Follow up on all delegated responsibilities · Escalate orders that will be late to Allocations Controller General · Liaison with ACM/DSM/AGM/RD/AOM/RM and other required sales & operational staff. · Compliance with company policies. · Prevention and resolution of invoice queries. · Efficiently handle customer and haulier enquiries and queries to resolution in a timely manner. · Accurately process all admin within given deadlines. · Develop knowledge of all roles within the team and provide cover when requested. · Link with the area teams and relevant external departments to ensure high level of customer service is maintained, including working within other areas should the need arise. · In conjunction with weighbridge / Batching staff, engage sufficient haulage to meet customer delivery requirements. · Liaise with the pre planner to ensure fleet is scheduled accordingly. · Monitor distribution operation with regard to customer requirements and vehicle utilization during the day · Liaise with Asphalt plants and other regional coordinators to optimize distribution solution (including back-loads between areas). · Maintain good working relationships with drivers and service providers. · Carry out administrative duties associated with this role and any other duties. · Receive, log and resolve customer complaints on the Heidelberg Materials NCR and Complaints system ensuring preventative and corrective measures are put in place What’s on Offer: Salary of £28,000 • Employer of choice : Armed Forces Covenant (Silver) / Disability Confident Committed / 5% Club (Platinum) / Mates in Mind / Clear Assured (Foundation) / The Mineral Products and Qualification Council (MPQC) / STEM Ambassador • Compensation Package : Bonus incentives / Generous Pension Schemes / 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/IVF/Menopause • Social Value : 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