Customer Account Co Ordinator

Location: Syston

## Customer Account Co Ordinator Apply locations:
Systontime type:
Full time posted on:
Posted Todaytime left to apply:
End Date:
July 31, 2026 (30+ days left to apply) job requisition :
JR Heidelberg Materials UK (formerly Hanson UK) is one of the UK’s largest suppliers of construction materials, employing over 4,000 people and operating around 300 manufacturing sites in the UK.We are committed to building a more sustainable future and recognise that a diverse workforce is vital to our growth and advancement. We aim to promote a culture that values openness, transparency and individual achievement.

At the centre of our actions lies the responsibility for the environment. As the front runner on the path to carbon neutrality and circular economy in the building materials industry, we are working on sustainable building materials and solutions for the future. We enable new opportunities for our customers through digitalisation.
** Purpose of the role
** To meet all customers’ and business requirements in the most cost effective, professional, and timely manner whilst achieving a high level of customer service. To provide customers with a quality service for all sales, orders, deliveries, and associated administration in the most cost-effective way for Heidelberg Materials Quarry Products. Pro-actively manage the order book and work profile for key accounts and national customers, ensuring that the customer journey is managed in line with the orders and sales KPI’s as well as maximising cost efficiencies.

Actively engage with key stakeholders such as operational staff, commercial staff, and other internal departments to ensure that the customer experience and KPIs are at the front of all decisions which are made.##
** Key accountabilities
*** Cover all day-to-day orders and sales administration tasks to ensure a Quotific customer journey from pricing, order placement to invoice, to ensure that the KPIs are best achieved
* Overall accountability for key accounts, managing customer orders and accounts,
* Process compliance reviews
* Advocate and support cross business line performance.
* Manage customer activity nationally, engage with internal departments and cross collaborate with team members to ensure customers’ needs are best met.
* Daily/Weekly/monthly catch ups with commercial team and operational staff to discuss any issues from customers or internal departments.
* Firm understanding of costs, margin, unvoiced revenue.  cash collection impacts
* Support the business in cases of unforeseen circumstances, factoring in allocation, plant breakdowns, inventory etc.
* Promote the use of Heidelberg Materials digital tools, in particular the uptake and use of online portals with customers.
* Full engagement with operational and commercial interactions and the wider cement team.
** Order Management:
*** Establish key customers ensuring that their order book is proactively managed. Develop relationships with key customers and anticipate requirements.
* Adopt a customer centric approach to orders and always offer alternatives
* Ensure that on the day delays and late loads are communicated effectively.
* Collate a list of “key offenders”, for issues such as trucks being kept on site, orders constantly booked on but cancelled on the day etc.
* Ensure our online portals are regularly monitored and orders are confirmed or amended as required.
* Responsible for processing sundry charges, cancellation, out of hours and waiting time surcharges in line with company policy
* Ensure that customer interaction is personal and owned with both internal and external interactions.
* Ensure the team are fully competent on the customer journey from pricing to invoice
* Assist on error checks and process improvements based on pending audit analysis.
** Reporting and analysis
*** Acknowledge and suggest process improvements based on analysis and feedback
* Proactively monitor and report on OSCC phone stats
* Proactively monitor and report on tableau and query dashboard
* Competently run reports in SAP including extract and analysis
* Understand SMART targets and assist with the formation of KPI’s
** Pricing / Price Increase
*** Processing cement pricing…