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Area Customer Service Lead for Supply Chain
3 weeks ago
**Area Customer Service Lead for Supply Chain / Customer Service Centre / Commercial**:
Working at Hanson is about being part of One Team. We operate over 300 production sites in the UK, employing about 3,500 people in a wide range of roles, and our aim is to be a leading sustainable business, trusted and respected by our stakeholders for the ethics we adopt and the products we supply. We are part of the HeidelbergCement Group, one of the largest building materials manufacturers in the world, and are committed to being a fair, respectful and inclusive employer. Our motivated employees are the key to our success and our culture is based on teamwork, strong customer focus, innovation and working safely and sustainably. We are focusing on a zero-harm workplace and our ambitious target to reduce our CO2 emissions by 15 per cent by 2030 ( we have already reduced them by 50% since 2009)
**Description of Team / Department**:
Central East Concrete
**Purpose of / Responsibilities of the role**:
Lead (through positive example) and develop OneMC to be the main communication hub between Hanson and its customers, and Hanson's internal business. Encourage ownership of customer experience and resolution of issues.
Lead a motivated team who enable value added customer experience as efficiently as possible, for their region and business line. Ensure we have sustainable working methods that promote best practice whilst being entrepreneurial.
Enable a seamless QUOTIFIC experience that delights our customers. Be the knowledge expert of the QUOTIFIC journey.
Have a positive and tactically aligned relationship with regional counterparts that enables profit and cost control.
**Skills / Experience**:
Communication and coordination
Proactive customer engagement to maximise customer satisfaction even during periods of customer disruption. Prevent escalation of issues and excessive noise generation caused as a result of an issue.
Communicate in a clear and effective manner, business expectations including performance requirements and results.
Take responsibility for managing performance and process issues, which impact upon customer service strategy.
Single point accountability for escalation of quiet and busy day process.
Seek regional feedback from all functions and own improvement plans accordingly.
Customer Service
Deliver QUOTIFIC customer experience. “Quoted on time, delivery in full ( and on time), invoiced correctly.”
Evaluating decisions made to ensure they deliver actual customer satisfaction.
Advocate and support cross business line and regional performance.
Ensure adequately trained personnel are always available during operating hours to meet the business needs.
Identify common cause of service interruption. Work with regional counterparts to prevent repeat occurrence.
Profit and cost control
Firm understanding of the cost levels.
Delivering at maximum margin and maximum customer satisfaction.
Develop the team, both individually and collectively, by identifying needs through agreeing Personal Action Plans and addressing these through delegation, coaching, mentoring and learning programmes.
Close liaison with commercial and operational managers to ensure optimisation of production source, scheduling and management of stocks.
Management of telephony metrics
Encourage staff to be multi skilled across all functions.
Co-ordinate order, sales and technical resources, through clear objectives, performance management and regular reviews.
Recruit and ensure appropriate training of new personnel as required.
Monitor and reviews commercial processes on an ongoing basis to ensure adherence to corporate governance requirements/ quality assurance standards.
Compliance with regulatory requirements such as Competition Act and audit function.
Maintain excellent knowledge of customers and their service expectations.
Maintain an excellent understanding of the operational capabilities of the business.
Monitor and report on business line performance through agreed KPI reporting indices
**Excellent Remuneration and Benefits**:
- 27 days holiday
- Leading pension scheme offering with generous contributions from Hanson.
- 24/7 access to an online employee discount platform. Save money on everything from groceries, electronics, fashion, holidays, and much more.
- Ongoing training and development and opportunities to help further your career.
- A comprehensive structured induction programme.
- Experience within a well-respected global market leader.
- Benefits supporting you and your family, such as Cycle to work, voluntary Life assurance.
- Access to discounted private medical benefits
- Paid day off to Volunteer every year
- Holiday Purchase Scheme
- Access to our Employee Assistance helpline for free and confidential advice
**Additional Details**:
**Location: S**yston
**Full Time**
**Working Hours**:40.00 hrs
**Contract Type**:Fixed Term Contract
**Shift Description**:Monday - Friday. Saturday Rota.
**Comp
