Customer Service Agent

Breedon Group Plc; Wrexham; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Contributory Pension Scheme

25 days holiday

Share saver scheme

Free on-site parking

Life assurance

Health & wellbeing initiatives

Job summary

Breedon Group plc is seeking a Customer Services Agent to ensure on-time, accurate order processing and proactive customer communication. You will coordinate production, transport and distribution plans while maintaining data integrity across Breedon’s systems and contributing to excellent customer experience.

The role offers a dynamic environment and opportunities to grow within a leading construction materials group across the UK.

Qualifications

• Capable of managing competing priorities in a dynamic environment.
• Overcoming operations and logistics challenges to delight customers.
• Maintaining focus on outcomes in a changing environment.
• Effective communicator across teams and levels.

Responsibilities

• Maintain visibility of production and transport to influence distribution planning.
• Capture and place customer orders accurately in Breedon systems.
• Build and optimise a distribution plan to meet customer needs and coordinate with teams.
• Plan driver rest times and ensure adherence to H&S policy.
• Confirm orders with customers a day before delivery.
• Respond to changes in the plan and proactively contact customers about delivery changes.
• Ensure transport and distribution process data integrity and KPI tracking.
• Build strong relationships with customers by phone and identify sales opportunities.
• Drive improvements in customer experience and distribution efficiency.

Skills

Prioritization

Logistics

Communication

Self-starter

Organization

MS Office

CRM software

Data analysis

Detail orientation

Conflict resolution

Tools

MS Office

CRM software

Job 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
• 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.

Join Us

If you're looking for a role that challenges you, offers progression, and contributes to building better futures, we'd love to hear from you. This position is an opportunity to grow your career within a supportive and dynamic environment at Breedon Group.