Account Manager

TN United Kingdom; Coalville; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Representative to manage customer portfolios and drive business growth. This role emphasizes proactive communication and relationship-building, ensuring a seamless customer experience. With a focus on teamwork and individual development, the company fosters an inclusive environment that values diverse backgrounds and skills. Enjoy a generous benefits package, including flexible working arrangements and family-friendly policies, while making a positive impact in the construction industry. Join a team that prioritizes wellbeing and community engagement.

Benefits

Generous Pension Schemes

27 Days Holiday

Flexible Working

Employee Assistance Programme

Gym Discount

Free Eye Tests

Discounted Private Medical Cover

Paid Volunteering Day

Enhanced Maternity/Paternity Leave

Sabbatical

Qualifications

• Minimum of a Grade 4+ equivalent to a C at GCSE in Maths and English.
• Good communication skills with the ability to negotiate at all levels.

Responsibilities

• Manage a portfolio of customers and grow the business through outbound calls.
• Generate new business and maintain relationships with existing customers.
• Handle customer enquiries and resolve issues efficiently.

Skills

Communication Skills

Negotiation Skills

Customer Service

Sales Skills

Education

GCSE in Maths

GCSE in English

Tools

SAP Order Management System

Job description

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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.

Manage a portfolio of customers across a defined geographical region. Grow the business through outbound calls to prospective customers. Be responsible for pricing specific customers within the area. Work closely with the DSM/s for the local area to provide a seamless commercial approach. Proactively manage the sales administration processes relating to the commercial functions, whilst providing significant focus on delivering an excellent customer experience. Offer all customers, a professional, dedicated, personal service when calling into the Customer Service Centre (CSC). Be able to cover order taking to assist the distribution function as the need arises.

Key accountabilities

Generate new business through structured, proactive outbound calls and planned follow up.

Make regular sales calls to existing portfolio customers to an agreed call plan with specific call objectives and working to Customer Management Plans.

Identify and develop relationships with key prospects and decision makers of existing customers effectively communicating Heidelberg Materials value, unique selling proposition and differentiators.

Price jobs for specific customers to agreed volume levels in line with pricing guidelines agreed with the DSM and CSL.

Work with DSM to conduct market analysis including assessments of demand, customer segmentation and location and capability of competitors.

Identify opportunities to add value and contribute to the success of the customer's business.

Price cash sale enquiries in line with cash sale pricing policy.

Efficiently handle all customer written and verbal enquiries in a timely manner.

Generate accurate quotations, with particular focus on technical requirements, in a timescale to meet customers' reasonable needs.

Navigate systems efficiently and accurately, keeping the customer always informed

Ask relevant questions and communicating in an empathic, confident and assertive manner

Where able, investigate and resolve customer issues and complaints through actively listening and proactively looking for suitable solutions for the customer that is not detriment to the Heidelberg Materials business

Liaise with other internal and external Heidelberg Materials team members in relation to customer orders, pricing, products, delivery matters via phone and email

Where necessary, escalate customer issues or order details following the correct process when the situation is outside the control, capabilities, or authority of the job incumbent.

Take payment for cash sale jobs.

Effectively develop and maintain a good level of team morale, supporting colleagues to achieve the area's business goals and objectives

Develop knowledge of other roles within the team and be able to provide cover as far as possible.

Order Management

Understand basics of order placement to be able to place customer orders if temporarily covering for Shipper role.

Be able to 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, full 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

Understand production and truck capabilities and negotiate realistic delivery times with customers considering other orders on the day. Offering the best solution using the order delivery viewer screen within Heidelberg Materials transport management system

General

Develop product knowledge for all Heidelberg Materials products.

Develop knowledge of concrete industry, customers, and markets.

Link with the area teams and relevant external departments to ensure high level of customer service is maintained.

Maintain good working relationships including a courteous and prompt response to customers, colleagues, drivers, plant staff and transport personnel

Key Targets

Volume and margin for allocated plants.

Increase in customer numbers.

Increase percentage of VAPs.

Cash sale volume and margin.

Quote numbers.

Quote turnaround time.

Education/Qualification

Minimum of a Grade 4+ equivalent to a C at GCSE in Maths and English

Good communication skills with the ability to negotiate at all levels

What's on Offer:
* 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

Additional Information

Location: Whitwick

Full Time: 8:00 - 16:30

Working Hours: 37.5 hrs

Contract Type: Temp Maternity Cover 10 months

What's on Offer

* 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