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Customer Service Agent

1 month ago

Syston, United Kingdom Heidelberg Materials AG Full time

Purpose of the role

To offer all customers, a professional, dedicated, personal service ensuring a QUOTIFIC experience. Meet all

customers' and business requirements in the most efficient and cost-effective manner whilst achieving a high

level of customer service. Proactively manage the customer journey by focusing on initiating and capturing the

customer's requirements accurately through communication and input.

Key accountabilities

  • Deliver QUOTIFIC customer experience "quoted on time, delivery in full and on time, invoiced correctly"

  • Answer incoming calls in a professional manner

  • Effectively manage all calls and emails taking ownership and understanding the customer requirements in order to capture the relevant information to process the customer journey accurately and efficiently.

  • Build relationships and acknowledge internal and external customers individually, providing a personal service

  • Navigate systems efficiently and accurately, keeping the customer always informed

  • Offer a positive, enthusiastic approach to team ethos, supporting colleagues where required

  • Create, amend, and confirm new customer orders whether on account or as a cash sale, completing all necessary customer order details

  • Accurately process quote and order creation, invoices, queries, service charges, sundry invoices

  • Hold account ownership for customers, understand their business and processes

  • Support team members within the team, sharing knowledge, best practises, and workload

  • Work to reduce unvoiced and queries through investigation and route cause analysis,

  • Complete sales reporting, manual documents, and general housekeeping any other associated admin process as required

  • Where able, investigate and resolve customer issues and complaints through actively listening and proactively looking for suitable solutions for the customer that is not detriment to the Heidelberg Materials business, ensuring complaint procedure followed.

  • Where necessary, escalate customer requests or issues using the escalation process when the situation is outside the control, capabilities, or authority of the individual.

  • Being multi-skilled and developing knowledge of all roles within the team and across business lines / areas to provide cover when requested by management.

  • Professionally liaising with internal and external colleagues where relevant to ensure a high level of customer service is maintained.

  • Effectively develop and maintain a good level of team morale, supporting colleagues to achieve CSC's business goals and objectives

  • Understand production and truck capabilities and negotiate realistic delivery times with customers considering other orders on the day. Offering the best solution, ensuring customer satisfaction

  • Acquire and apply market, product and customer knowledge to the day-to-day operation of the CSC

  • Understand the forward order book, forecasted sales volumes and operational capacities to assist fulfilling plan / budget.

  • Compliance with company policies and procedures

Education/Qualification

  • Minimum of a Grade 4+ GCSE in Math's and English

  • Good communication skills with the ability to negotiate at all levels

  • Working understanding of standard Microsoft software packages

  • Will also ideally have experience of working within a large company environment and achieving targets

  • In addition to these functions employees are required to carry out such other duties as may reasonably be required.

What's on Offer

Salary: £24,960

Location: Syston


* Employer of choice: Armed Forces Covenant (Silver) / Disability Confident Committed / 5% Club (Platinum) / Mates in Mind / Clear Assured (Foundation) / The Mineral Products and Qualification Council (MPQC) / STEM Ambassador
* Compensation Package: Bonus incentives / Generous Pension Schemes / Life Assurance
* Work Life Balance: 27 days holiday (excluding bank holidays) / Agile working / Flexible working / Holiday purchase / Sabbatical
* Family Friendly: Enhanced policies such as Maternity / Paternity / Parental Leave / Neonatal / Adoption/IVF/Menopause
* Social Value: paid Volunteering Day every year / Communities (LGBTQ+, Network of Woman, Woman in Science and Engineering (STEM), Armed Forces)
* Wellbeing: Employee Assistance Programme (EAP) / Mental Health First Aiders / Cycle to Work / Employee Benefits portal including Gym discount / Free eye tests / Discounted Private Medical cover