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Customer Service Agent
Breedon Group plc
Wrexham, GBR
Full-time
Entry
Onsite
Discovered 1 weeks ago
CRM
Free
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Key Skills for This Role
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Key Responsibilities
- Maintain visibility of production and transport availability to enable proactive influencing of distribution plan development
- Capture and place customer orders in line with quotations ensuring that information is accurately captured within Breedon’s systems and in adherence with defined processes
- Build and optimise a distribution plan which enables product delivery to meet customer needs and which supports development of a balanced and efficient distribution plan, liaising with the Commercial Team, Operations Team and Transport Team where needed to enable this
- Plan driver rest times and proactively manage and enable adherence to H&S policy
- Contact all customers on the day prior to delivery to confirm orders and delivery schedule
- Respond to changes in the plan driven by customer circumstance, production availability etc, minimising customer impact where possible, proactively contacting customers to alert them to changes which will impact delivery
- Ensure transport and distribution process compliance and maintain data integrity to enable informed decision making, including the capture of declined orders and lost volume
- Build and maintain strong relationships with customers, over the phone, to understand potential sales opportunities and alert the Commercial Team where appropriate
- Proactively influence and review shared performance KPIs (eg. Plan adherence) to drive improvement in customer experience and distribution efficiency
- Implement changes to ways of working in line with Customer & Commercial Excellence initiatives
Skills, Knowledge & Expertise
- You’ll enjoy managing competing priorities and a dynamic work environment
- Overcoming operations and logistics challenges to delight customers
- Maintaining focus on outcomes in a constantly changing environment
- Highly effective communicator and facilitator, able to collaborate across teams and levels
- A self-starter who is commercially focused and responds appropriately on your own to improve outcomes and process’s and assumes responsibility for your own performance
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