Breedon Group plc
Customer Service Agent
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Department: Customer Service and Distribution
Location: Borras Quarry, Wrexham
Description
About Breedon Group:
Breedon Group plc is a leading vertically integrated construction materials group in Great Britain, Ireland, and the USA. We're dedicated to providing high-quality materials and services for the construction industry, with a commitment to safety, sustainability, and innovation. Joining Breedon means becoming part of a team that values excellence and is committed to making a positive impact.
The Breedon Group operate around 80 quarries and 40 asphalt plants in the UK. Our client base ranges from domestic and commercial clients to large contractors, local authorities, and government bodies.
The Role:
The primary responsibility of the Customer Services Agent is to provide customers with the highest standards of customer service ensuring that we effectively plan and meet customer promises and deliver in full and on time, whilst optimising EBIT.
Key Responsibilities
- Maintain visibility of production and transport availability to enable proactive influencing of distribution plan development
- Capture and place customer orders in line with quotations ensuring that information is accurately captured within Breedon’s systems and in adherence with defined processes
- Build and optimise a distribution plan which enables product delivery to meet customer needs and which supports development of a balanced and efficient distribution plan, liaising with the Commercial Team, Operations Team, and Transport Team where needed to enable this
- Plan driver rest times and proactively manage and enable adherence to H&S policy
- Contact all customers on the day prior to delivery to confirm orders and delivery schedule
- Respond to changes in the plan driven by customer circumstance, production availability, etc., minimising customer impact where possible, proactively contacting customers to alert them to changes which will impact delivery
- Ensure transport and distribution process compliance and maintain data integrity to enable informed decision making, including the capture of declined orders and lost volume
- Build and maintain strong relationships with customers, over the phone, to understand potential sales opportunities and alert the Commercial Team where appropriate
- Proactively influence and review shared performance KPIs (e.g., Plan adherence) to drive improvement in customer experience and distribution efficiency
- Implement changes to ways of working in line with Customer & Commercial Excellence initiatives
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Skills, Knowledge & Expertise
- You’ll enjoy managing competing priorities and a dynamic work environment
- Overcoming operations and logistics challenges to delight customers
- Maintaining focus on outcomes in a constantly changing environment
- Highly effective communicator and facilitator, able to collaborate across teams and levels
- A self-starter who is commercially focused and responds appropriately on your own to improve outcomes and processes and assumes responsibility for your own performance
- Strong organisational and multitasking skills
- Proficient in MS Office (Word, Excel, and Powerpoint) and experience with CRM software
- Strong analytical skills with the ability to generate insights from data
- Strong verbal and written communication
- Attention to detail and a right first time attitude
- Effective conflict resolution and is adaptable and resilient
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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
Diversity Statement:
At Breedon Group, we are committed to fostering an inclusive workplace where diversity is valued. We believe in equality of opportunity for all and encourage applications from a diverse range of candidates.
Join Us:
If you're looking for a role that challenges you, offers progression, and contributes to building better futures, we'd love to hear from you. This position is an opportunity to grow your career within a supportive and dynamic environment at Breedon Group.
Application Process:
Ready to make a meaningful difference? Apply now by submitting your CV and cover letter. We look forward to considering your application and potentially welcoming you to our team.
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