Customer Service Agent

Breedon Group plc; Llan-y-pwll; On-site; GBP 22,000 - 32,000; Full time

Benefits offered by this job

Pension scheme

25 days holiday

Share saver

Free on-site parking

Holiday buy scheme

Volunteer scheme

Life assurance

Job summary

Breedon Group plc is seeking a Customer Service Agent to join the Customer Service and Distribution team at Borras Quarry, Wrexham. You will manage orders, plan distribution, and maintain strong relationships with customers to ensure promises are met and deliveries are on time.

The role requires proactive communication, multitasking, and the ability to adapt to changing plans, with a focus on quality service, data integrity, and contributing to EBIT goals.

Qualifications

• Experience in customer service and distribution operations is preferred.
• Ability to manage multiple priorities in a fast-changing environment.
• Strong communication and collaboration across teams.

Responsibilities

• Maintain visibility of production and transport availability to influence distribution plan development.
• Capture and place customer orders ensuring accuracy within Breedon’s systems.
• Build and optimise a distribution plan to meet customer needs and support cross-team collaboration.
• Plan driver rest times and ensure adherence to Health & Safety policies.
• Contact customers in advance to confirm orders and delivery schedules.
• Respond to changes in the plan with minimal customer impact and proactive communication.
• Ensure data integrity and capture declined orders to enable informed decisions.
• Develop strong customer relationships and identify potential sales opportunities for the Commercial Team.
• Monitor KPIs to drive improvements in customer experience and distribution efficiency.
• Implement changes aligned with Customer & Commercial Excellence initiatives.

Skills

Prioritisation

Logistics challenges

Communication

Self-starter

Organisation

MS Office

CRM software

Analytical skills

Verbal & written communication

Attention to detail

Conflict resolution

Adaptable

Tools

CRM software

Microsoft Office

Job description

Customer Service Agent

Department: Customer Service and Distribution

Employment Type: Permanent - Full Time

Location: Borras Quarry, Wrexham

Description

About Breedon Group:

Breedon Group plc is a leading vertically integrated construction materials group in Great Britain, Ireland, and the USA. We're dedicated to providing high-quality materials and services for the construction industry, with a commitment to safety, sustainability, and innovation. Joining Breedon means becoming part of a team that values excellence and is committed to making a positive impact.

The Breedon Group operate around 80 quarries and 40 asphalt plants in the UK. Our client base ranges from domestic and commercial clients to large contractors, local authorities and government bodies.

The primary responsibility of the Customer Services Agent is to provide customers with the highest standards of customer service ensuring that we effectively plan and meet customer promises and deliver in full and on time, whilst optimising EBIT.

Key Responsibilities

• Maintain visibility of production and transport availability to enable proactive influencing of distribution plan development
• Capture and place customer orders in line with quotations ensuring that information is accurately captured within Breedon’s systems and in adherence with defined processes
• Build and optimise a distribution plan which enables product delivery to meet customer needs and which supports development of a balanced and efficient distribution plan, liaising with the Commercial Team, Operations Team and Transport Team where needed to enable this
• Plan driver rest times and proactively manage and enable adherence to H&S policy
• Contact all customers on the day prior to delivery to confirm orders and delivery schedule
• Respond to changes in the plan driven by customer circumstance, production availability etc, minimising customer impact where possible, proactively contacting customers to alert them to changes which will impact delivery
• Ensure transport and distribution process compliance and maintain data integrity to enable informed decision making, including the capture of declined orders and lost volume
• Build and maintain strong relationships with customers, over the phone, to understand potential sales opportunities and alert the Commercial Team where appropriate
• Proactively influence and review shared performance KPIs (eg. Plan adherence) to drive improvement in customer experience and distribution efficiency
• Implement changes to ways of working in line with Customer & Commercial Excellence initiatives

Skills, Knowledge & Expertise

• You’ll enjoy managing competing priorities and a dynamic work environment
• Overcoming operations and logistics challenges to delight customers
• Maintaining focus on outcomes in a constantly changing environment
• Highly effective communicator and facilitator, able to collaborate across teams and levels
• A self-starter who is commercially focused and responds appropriately on your own to improve outcomes and process’s and assumes responsibility for your own performance
• Strong organisational and multitasking skills
• Proficient in MS Office (Word, Excel and Powerpoint) Word and experience with CRM software
• Strong analytical skills with the ability to generate insights from data
• Strong verbal and written communication
• Attention to detail and a right first time attitude
• Effective conflict resolution and is adaptable and resilient

Job Benefits

• A tailored, competitive salary
• Contributory Pension Scheme
• 25 days holiday plus bank holidays
• Share saver scheme
• Free on-site parking
• Holiday buy scheme
• Volunteer scheme
• Life assurance scheme
• Enhanced Maternity, Adoption & Paternity scheme
• Health & wellbeing initiatives
• Discounts scheme
• Broad learning opportunities and career progression pathways

Diversity Statement:

At Breedon Group, we are committed to fostering an inclusive workplace where diversity is valued. We believe in equality of opportunity for all and encourage applications from a diverse range of candidates.