To meet all customer 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 cash sale enquires, quotations, orders, payments, deliveries and associated administration in the most cost-effective way for Hanson Quarry Products. To secure work, follow up on sales leads and pro actively seek new cash sale customers.
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 incoming Cash sales calls and emails taking ownership and understanding the customer requirements to capture the relevant information to process the customer's request accurately and efficiently.
Build relationships and acknowledge internal and external customers individually, providing a personal service
Navigate systems efficiently and accurately, keeping the customer informed at all times
Offer a positive, enthusiastic approach to team ethos, supporting colleagues where required
Create, amend and confirm new customer cash sale orders, completing all necessary customer order details, including customer name, billing address, delivery address, full customer contact name and telephone number, order date, delivery time, type of product ordered using the material search function to locate the required product, quantity of the product required
Accurately process contract and order creation, invoices, service charges, sundry invoices and queries.
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 Hanson 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.
Pro-active prospecting with target market and ensuring commercial call cycle is maintained with regular customers.
Liaise with internal stakeholders including but not restricted to Material Planners, ISRs, TSMs, Allocators/Pre-planners, FSMs, Site Plants and Technical.
Being multiskilled 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.
To be pro-active with questions to understand opportunity in order to maximise sales.
To review Barbour ABI and create self-lead generation (prospecting)
Develop and maintain an effective commercial call cycle which with a view to transition Customers into account Customers whilst working closely with ISRs.
Effectively develop and maintain a good level of team morale, supporting colleagues to achieve CSC's business goals and objectives
Reconcile payments with Accounts.
Deal with enquires effectively and to make the process as easy as possible for the customer
Prospecting new cash sale leads
Generate prospecting leads (google search, social media)
Chase opportunity and maintain relationships
Work with the commercial team to understand specific value adds to assist in closing sales
Negotiate at the right level
Understand the value of the material to the customer (End Use)
Increase return business due to increased service levels
Ownership of price, delivering increased margins
Contribute to the area strategies- i.e. targeting desired market segments
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 capacity's to assist fulfilling plan / budget.
Compliance with company policies and procedures
