Customer Account Co Ordinator

Heidelberg Materials Limited; Syston; Híbrido; GBP 29.000 - 38.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Bonus incentives

Generous pension

Life Assurance

27 days holiday

Descripción de la vacante

Heidelberg Materials UK (formerly Hanson UK) in Syston, Leicestershire, invites applications for a Customer Account Co-ordinator. You will manage orders, sales administration, and invoicing to secure timely delivery and high service levels.

This role requires attention to cost, margin discipline, and collaboration with operational and commercial teams. Salary starts at £29,000 per year, with shifts 06:30–18:00 on a rota.

Formación

• GCSE 4+ or equivalent to C in Maths and English.
• Working knowledge of SAP.
• Working knowledge of Word and Excel.

Responsabilidades

• Cover 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.
• Promote the use of Heidelberg Materials digital tools, in particular the uptake and use of online portals with customers.

Conocimientos

Customer service

Educación

GCSE 4+ in Maths and English

Herramientas

SAP

Word

Excel

Descripción del empleo

Heidelberg Materials UK (formerly Hanson UK) is one of the UK’s largest suppliers of construction materials, employing over 4,000 people and operating around 300 manufacturing sites in the UK.We are committed to building a more sustainable future and recognise that a diverse workforce is vital to our growth and advancement. We aim to promote a culture that values openness, transparency and individual achievement.At the centre of our actions lies the responsibility for the environment. As the front runner on the path to carbon neutrality and circular economy in the building materials industry, we are working on sustainable building materials and solutions for the future. We enable new opportunities for our customers through digitalisation.**Customer Account Co Ordinator****Salary: Starting from £29,000 per annum** - **Experience dependent****Location: Syston, Leicestershire****Working Hours: 06:30 - 18:00 Rota Shifts****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 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* 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:****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 coverAt Heidelberg Materials UK (previously known as Hanson UK) we strive to create an inclusive and respectful workplace where every individual can bring their unique skills and background to contribute to the success of our business.### About usAt Heidelberg Materials UK (previously known as Hanson UK), we understand that a diverse workforce is key to our growth and development, and we aim to foster a culture that values openness, transparency, and individual achievement.As part of our commitment to promoting diversity, we are actively working to encourage more individuals to consider careers within the construction industry.We believe in building a workplace that is dedicated to promoting inclusivity and diversity.If you're interested in joining our team, we encourage you to apply, even if your experience or skill set doesn't perfectly align with the job description. Creating a candidate home page is optional, when asked, but you can use this to quickly see the progress of your application(s).You may still be the right fit for this or other roles within our company.Heidelberg Materials is also committed to working with and providing reasonable accommodations to individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the interview process. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here). Please contact [e-mail] for additional information or to request accommodations.We understand that women may face unique challenges in their careers, and we are committed to providing a supportive environment to help you thrive.Our family-friendly policies, such as enhanced maternity and parental leave, neonatal care, and adoption support, will provide you with the flexibility and support you need to balance your personal and professional commitments.We also offer a range of benefits, such as access to our Employee Assistance Program, trained mental health first aiders, discounted private medical benefits and much more, to ensure your wellbeing is prioritized.