Customer Service Allocator

2 weeks ago

Syston, United Kingdom Heidelberg Materials UK Full time
Role Overview


The primary objective of this position is to fulfill all client and organizational needs in a cost-efficient, professional, and timely manner while ensuring exceptional customer satisfaction.


This role is responsible for delivering a high-quality service for all sales inquiries, quotes, orders, deliveries, and related administrative tasks for Heidelberg Materials UK.


Additionally, the position supports the external sales team by securing projects, following up on sales leads, and promoting branded offerings.

Key Responsibilities

Customer Interaction:
- Professionally manage incoming calls adhering to company standards and KPIs.
- Actively listen to customers to gather essential information for processing orders or inquiries, while communicating in a confident and empathetic manner.
- Negotiate delivery timeframes to ensure efficient scheduling.
- Adhere to the allocator cycle diligently.
- Collaborate daily with the allocations controller to identify planning challenges and propose solutions.

Order Processing:
- Create, modify, and confirm customer orders, ensuring all necessary details are accurately entered into the SAP Order Management system.
- Negotiate feasible delivery times with clients, considering existing orders and vehicle availability.

Delivery Coordination:
- Ensure compliance with the Allocation Process.
- Document daily exceptions and monitor off-duty vehicles.
- Optimize the use of working trucks and manage negative statuses.
- Respond promptly to delivery requests and communicate any delays to customers, renegotiating delivery windows as necessary.
- Maintain accurate records of plant breakdowns and loading delays.

General Duties:
- Liaise with various sales and operational staff to maintain high service levels.
- Ensure compliance with company policies and efficiently resolve invoice queries.
- Handle customer and haulier inquiries promptly and accurately.
- Develop a comprehensive understanding of team roles to provide support when needed.

Collaboration:
- Work closely with area teams and relevant external departments to uphold service quality.
- Engage with weighbridge and batching staff to meet delivery requirements.
- Monitor distribution operations to align with customer needs and vehicle utilization.
- Foster positive relationships with drivers and service providers.
- Complete administrative tasks associated with the role and any additional responsibilities as assigned.


Document and resolve customer complaints using the Heidelberg Materials NCR and Complaints system, ensuring that preventative measures are implemented.

Essential Qualifications
- Strong commitment to customer service and satisfaction.
- Excellent communication abilities.
- Adaptability and flexibility to manage changing circumstances.

Desirable Qualifications
- Familiarity with the construction industry and its products.
- Knowledge of local and national geography.
- Understanding of logistics and planning processes.

Experience Requirements
- Minimum of one year in a customer service, sales, operations, or transport role.

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