Customer Experience Agent

2 weeks ago


Syston, United Kingdom Heidelberg Materials Full time
Job Title: Logistics and Customer Service Coordinator at Hanson Quarry Products

Purpose of the Role:
- Meet customers' and business requirements efficiently while maintaining excellent customer service.
- Provide quality service for orders, deliveries, and administration in a cost-effective manner.
- Proactively manage order book and work profile for plant clusters, ensuring Logistics KPIs are met.
- Engage with key stakeholders to prioritize customer experience in decision-making.

Key Accountabilities:
- Overall accountability for plant clusters to achieve Volume, OTD, and Utilization KPIs.
- Manage haulier activity and collaborate with team members effectively.
- Regular catch-ups with commercial and operational staff to address customer and plant issues.
- Promote the use of digital tools like the OnSite app with customers.
- Monitor driver/hauler activity, manage vehicle movements, and report issues.

Plant Breakdowns:
- Manage workload during plant shutdowns and address on-the-day breakdowns promptly.
- Update commercial team on plant issues and manage vehicle movements during breakdowns.

Order Management:
- Develop relationships with key customers and proactively manage orders.
- Ensure effective communication on delays and cancellations.
- Maintain a list of key offenders for cluster-related issues.

Delivery Management:
- Compliance with Allocator Cycle and monitoring truck optimization.
- Review OEV for future orders and handle allocator instructions promptly.
- Liaison with commercial and operational staff, ensuring compliance with company policies.

Job Requirements:
Essential:
- Local and national geography knowledge.
- Strong commitment to customer service and communication skills.

Desirable:
- Construction industry knowledge.
- 1-year experience in customer service or transport role.
- Ability to build effective relationships and use initiative.

Education/Qualification:
- Grade C at GCSE in Maths and English.
- Proficiency in SAP, Syncrotess systems, and standard office packages.
- Strong communication and analytical skills.

Benefits:
- Employer of choice with various commitments.
- Competitive compensation package and bonus incentives.
- Work-life balance initiatives and 27 days holiday.
- Family-friendly policies and social values.
- Wellbeing support including EAP, Gym discounts, and Mental Health First Aiders.

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