Customer Experience Agent

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 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 specific plant clusters within the region, ensuring that the order book is managed

in line with the Logistics KPIs- Volume, OTD, and Utilisation, as well as maximising cost efficiencies. Actively

engage with key stakeholders such as operational staff, commercial staff, and haulier staff to ensure that the customer

experience and KPIs are at the front of all decisions which are made.

Key Accountabilities

Key Actions

• Overall accountability for specific cluster of plants, managing customer orders and work profile ensuring that a “Flat OTV” is achieved to ensure that the three KPIs of Volume, OTD and Utilisation are best achieved.
• Manage haulier activity for specific cluster of plants, engage external haulier and cross collaborate with team members to move vehicles around the patch when needed.
• Daily/Weekly/monthly catch ups with commercial team and operational staff to discuss any issues from customers or plant staff.
• Develop an understanding of cost to the concrete business when producing from certain plants within the area and ensuring that unnecessary loaded and unloaded miles are not ran.
• Promote the use of Heidelberg materials digital tools, in particular the uptake and use of the On-site app with customers.
• Full engagement with operational and commercial interactions within your cluster and the area team in general.
  
  
  

Monitor driver / haulier activity

• Ensure core fleet both company and franchisee vehicles are compliant with GPS devices.
• Actively manage movement of vehicles either at pre plan stage for the following day or during the day to assist and manage work profile or operational issues.
• Ensure all haulier book annual leave, services, or breakdowns through the correct channels ensuring they are not used when planning work.
• Report any haulier issues through the Transport management structure when required.
• Reduce empty mileage wherever possible.
  
  
  

Plant Breakdowns

• Manage workload and key customers when known plant shutdowns are booked in, plan workload within existing clusters.
• On the day breakdowns- ensure all customers are aware of delays and move work to alternative times or alternative plants where possible.
• Update commercial team on plant issues and ensure they are made aware that customers have been spoken to.
• Manage vehicle movements in the event of a breakdown.
  
  
  

Order Management

• Develop relationships with key customers and anticipate requirements.
• Ensure that a regular forecast and workbook is provided by the commercial team and establish a “top 10” customers for specific cluster, ensuring that they are proactively managed for following weeks orders.
• Adopt a “never say no” approach to orders and always offer alternatives in line with the three main KPIs.
• Ensure that on the day delays and late loads are communicated effectively.
• Collate a list of “key offenders” for your cluster, for issues such as trucks being kept on site, orders constantly booked on but cancelled on the day etc.
• Push customers for confirmation ensuring that the majority of the work for the following day is on “01” or “03” status.
• Record details of late cancellations in line with Company policy.
• Ensure that customer interaction is personal and owned. This should also be the case even if the call is for a job and/or customer that is not in your cluster.
  
  
  

Delivery Management

• Comply effectively with the Allocator Cycle (as per below when implemented).
• Ensure off duty trucks are not being optimised.
• Ensure working trucks are on the optimiser.
• Monitor Negative Status’s.
• Periodically review OEV to get a picture of future orders.
• Read all allocators instruction messages.
• Complete status’s correctly.
• Confirm messages that they have actioned.
• Respond quickly and appropriately to call request messages.
• Record poor performers and report.
• Redirect trucks as needed during breakdowns.
• Record and report plant breakdowns/loading delays.
  
  
  

General

• Liaison with commercial & operational staff.
• Compliance with company policies.
• Prevention and resolution of invoice queries.
• Efficiently handle customer and Haulier enquiries and queries to resolution in a timely manner.
• Accurately process all admin within given deadlines.
• Develop knowledge of all roles within the team and provide cover when requested.
• Link with the area teams and relevant external departments to ensure high level of customer service is maintained, including working within other areas should the need arise.
• Engage & manage sufficient haulage to meet customer delivery requirements.
• Monitor distribution operation with regard to customer requirements and vehicle utilization during the day