Customer Service Agent

Description:

The Customer Service Agent is a key member of the Concrete Distribution team focused on providing excellent customer service and providing support to the Central region.

You will be responsible for dealing with inbound enquiries from customers, liaising with hauliers and proactively order chasing.

To positively represent Breedon you will offer our customers an excellent and professional service.

Key Responsibilities

• Make our customers happy. Be proactive and innovative whilst ensuring you create an exceptional experience.
• Always aiming for first call resolution. Our customers’ time is precious, so we need you to be effective and efficient.
• Being accountable for your actions. Take ownership of the customer, commit to solving their issue and be sure to set realistic expectations.
• Be able to handle complaints
• Accurately taking and inputting orders onto the Excalibur system and shipping sheets
• Add relevant notes to orders detailing any correspondence with the customer.
• To keep customers informed
• To follow our values (Keep it Simple, show we care, Make it Happen, Strive to improve)
• Timely response to customers’ enquiries, queries and complaints in an efficient manner.
• Proactive planning and tracking orders to completion.
• Scheduling and rescheduling orders whilst utilising haulage fleet effectively.
• Compiling and maintaining accurate records as required.
• Communicating effectively with commercial, production and haulage partners.
• An ability and desire to adapt cross functionally as and when required.

Skills, Knowledge & Expertise

• To be able to perform consistently against our main KPI’s
• To strive for continuous improvement with a focus on finding the right solution.
• To be positive - it breeds and our customers feel it. Come to work with a smile.
• Be able to work well under pressure and to multitask.
• show resilience and the skill to deal with challenging customers and situations.
• Show flexibility when it comes to business needs and change.
• To demonstrate absolute care for our customers, our colleagues and our business.
• Effective time management, adhering to administrative policies and procedures.

Job Benefits

• A tailored, competitive salary
• Contributory Pension Scheme
• 25 days holiday plus bank holidays
• Share saver scheme
• Free on-site parking
• Holiday buy scheme
• Volunteer scheme
• Life assurance scheme
• Enhanced Maternity, Adoption & Paternity scheme
• Health & wellbeing initiatives
• Discounts scheme
• Broad learning opportunities and career progression pathways