Internal Sales Agent

Job Details

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 key to our growth and development. We aim to foster 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

Manage a portfolio of customers across a defined geographical region. Grow the business through outbound calls to prospective customers. Be responsible for pricing specific customers within the area. Work closely with the DSM/s for the local area to provide a seamless commercial approach. Proactively manage the sales administration processes relating to the commercial functions, whilst providing significant focus on delivering an excellent customer experience. Offer all customers, a professional, dedicated, personal service when calling into the Customer Service Centre (CSC). Be able to cover order taking to assist the distribution function as the need arises.

Key Tasks / Accountabilities

Sales Management

Generate new business through structured, proactive outbound calls and planned follow up.

Make regular sales calls to existing portfolio customers to an agreed call plan with specific call objectives and working to Customer Management Plans.

Identify and develop relationships with key prospects and decision makers of existing customers effectively communicating Hanson’s value, unique selling proposition and differentiators.

Price jobs for specific customers to agreed volume levels in line with pricing guidelines agreed with the DSM and CSL.

Work with DSM to conduct market analysis including assessments of demand, customer segmentation and location and capability of competitors.

Identify opportunities to add value and contribute to the success of the customer’s business.

Price cash sale enquiries in line with cash sale pricing policy.

Sales Administration

Efficiently handle all customer written and verbal enquiries in a timely manner.

Generate accurate quotations, with particular focus on technical requirements, in a timescale to meet customers’ reasonable needs.

Navigate systems efficiently and accurately, keeping the customer informed at all times

Ask relevant questions and communicating in an empathic, confident and assertive manner

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

Liaise with other internal and external Hanson team members in relation to customer orders, pricing, products, delivery matters via phone and email

Where necessary, escalate customer issues or order details following the correct process when the situation is outside the control, capabilities or authority of the job incumbent.

Take payment for cash sale jobs.

Effectively develop and maintain a good level of team morale, supporting colleagues to achieve the area’s business goals and objectives

Develop knowledge of other roles within the team and be able to provide cover as far as possible.

Order Management

Understand basics of order placement so as to be able to place customer orders if temporarily covering for Shipper role.

Be able to create, alter and confirm new customer orders whether on account or as a cash sale, completing all necessary customer order details within the Company’s SAP Order Management system, such as 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

Understand production and truck capabilities and negotiate realistic delivery times with customers considering other orders on the day. Offering the best solution using the order delivery viewer screen within Hanson’s transport management system

General

Develop product knowledge for all Heidelberg Materials products.

Develop knowledge of concrete industry, customers and markets.

Link with the area teams and relevant external departments to ensure high level of customer service is maintained.

Maintain good working relationships including a courteous and prompt response to customers, colleagues, drivers, plant staff and transport personnel

Key Targets

Volume and margin for allocated plants.

Increase in customer numbers.

Increase percentage of VAPs.

Cash sale volume and margin.

Minimise queries.

Quote numbers.

Quote turnaround time.

Job requirements

Essential:

Excellent level of commitment to provide a seamless, first class customer experience

Excellent communication skills

Highly proactive and motivated approach to work

IT Literate including Microsoft Office Suite

Desirable:

Knowledge of construction industry and products

Knowledge of SAP system

Knowledge of local and national geography.

Experience:

Experience – 1 year within a customer service role

Team Work

Proven capability to build effective working relationships with customers and colleagues

Demonstrated ability to use own initiative to improve performance and service.

Education/Qualification

Minimum of a Grade C at GCSE in Maths and English

Good communication skills with the ability to negotiate at all levels

Working understanding of standard Microsoft software packages

Will also ideally have experience of working within a large company environment and achieving targets

What’s on Offer

Salary: £36,500pa

• Employer of choice: Armed Forces Covenant (Silver) / Disability Confident Committed / 5% Club (Platinum) / Mates in Mind / Clear Assured (Foundation) / The Mineral Products and Qualification Council (MPQC) / STEM Ambassador
• Compensation Package: Bonus incentives / Generous Pension Schemes / Life Assurance
• Work Life Balance: 27 days holiday (excluding bank holidays) / Agile working / Flexible working / Holiday purchase / Sabbatical
• Family Friendly: Enhanced policies such as Maternity / Paternity / Parental Leave / Neonatal / Adoption/IVF/Menopause
• Social Value: paid Volunteering Day every year / Communities (LGBTQ+, Network of Woman, Woman in Science and Engineering (STEM), Armed Forces)
• Wellbeing: Employee Assistance Programme (EAP) / Mental Health First Aiders / Cycle to Work / Employee Benefits portal including Gym discount / Free eye tests / Discounted Private Medical cover