Customer Account Administrator (JR10005299) Syston, England
Salary: GBP0 - GBP29000 per annum
FULL QUARTERLY BONUS SCHEME
1 DAY AGILE WORKING
PROGRESSION ROUTES
LEICESTERSHIRE BASED
REQUIRED
EXCEL EXPERIENCE REQUIRED
SAP KNOWLEDGE PREFERABLE
Purpose of the role
To meet all customers’ and business requirements in a cost-effective, professional, and timely manner while achieving high customer service levels. To provide quality service for all sales, orders, deliveries, and related administration for Heidelberg Materials Quarry Products. Manage the order book proactively for key accounts and national customers, ensuring customer journey alignment with KPIs and maximizing cost efficiencies. Collaborate with operational, commercial, and internal teams to enhance customer experience and KPIs.
Key accountabilities
Key Actions
* Handle daily orders and sales administration to ensure a smooth customer journey from pricing to invoicing, meeting KPIs.
* Manage key accounts and customer orders, ensuring process compliance.
* Support cross-business performance and collaborate with internal teams to meet customer needs.
* Conduct regular meetings with commercial and operational teams to address issues.
* Maintain understanding of costs, margins, and revenue impacts.
* Assist during unforeseen circumstances like plant breakdowns or inventory issues.
* Promote the use of Heidelberg Materials digital tools, especially online portals.
* Engage fully with operational and commercial teams and the wider cement team.
Order Management
* Build relationships with key customers and proactively manage their order books.
* Adopt a customer-centric approach, offering alternatives when necessary.
* Communicate delays and late loads effectively.
* Monitor online portals and process charges and surcharges per company policy.
* Ensure personal ownership of customer interactions and team competency on the customer journey.
Reporting and Analysis
* Identify process improvements through analysis and feedback.
* Monitor and report on OSCC phone stats, tableau, and dashboard metrics.
* Run SAP reports for data extraction and analysis.
* Assist in setting and achieving SMART targets and KPIs.
Pricing / Price Increase
* Manage cement pricing updates and SAP entries, understanding the impact of errors.
* Coordinate with stakeholders for price increase processes and implementation.
Query Management / Resolution
* Handle all queries accurately, monitor reasons, and ensure resolution quality.
Projects and Training
* Coach team members, gather feedback, and review processes for accuracy and compliance.
* Collaborate with training teams to improve agent skills and training materials.
General
* Maintain end-to-end process knowledge across orders and sales.
* Coordinate with commercial and operational staff, ensuring policy compliance.
* Resolve invoice queries efficiently and handle customer inquiries timely.
* Process administrative tasks accurately within deadlines.
* Communicate effectively across teams and external departments to ensure high customer service levels.
Education/Qualifications
* Minimum Grade C at GCSE in Maths and English.
* Excellent knowledge of SAP, Syncrotess, and standard office packages.
* Strong communication and analytical skills, with negotiation experience.
* Experience in a large company environment and target achievement is preferred.
What's on Offer
* Location: Syston
* Working Hours: 0600-1800 on rotational shifts
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