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.
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
