Allocator

Heidelberg Materials UK (formerly Hanson UK) is one of the UK’s largest suppliers of construction materials, employing over 3,500 people and operating around 280 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.

Purpose of the Role

To meet all customers’ and business requirements in the most cost effective, professional, and timely manner manner whilst achieving a high level of customer service. To provide customers with a quality service for all sales enquiries, quotations, orders, deliveries, and associated administration in the most cost-effective way for Heidelberg Materials Cement Products. 
To support the role of the external sales force through securing work, following up of sales leads, and promotion of branded products.

Key accountabilities

• Answer incoming calls in a professional manner using Heidelberg Materials standard call answering script and in line with set KPIs

• Effectively manage all customer calls through actively listening to what the customer is saying in order to capture all the relevant information required to process the customer order or enquiry, asking relevant questions and communicating in an empathic, confident and assertive manner

• Negotiate customer time windows to ensure a flat delivery profile.

• Fully comply with the allocator cycle.

• Daily liaison with allocations controller identifies planning issues and recommend corrective actions.

Order Management:

• 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, 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

• Negotiate realistic delivery times with customers considering other orders on the day and truck availability using the order delivery viewer screen within Heidelberg Materials transport management system

Delivery Management:

• Comply effectively with the Allocation Process

• Record exceptions daily

• Monitor off duty trucks

• Ensure off duty trucks are not being optimised

• Ensure working trucks are on the optimiser

• Monitor Negative Status’s

• Manage negative breaks                                                   

• 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

• Periodically review OEV to get a picture of future orders

• Read all allocators instruction messages

• Correct delivery instructions as needed

• Follow up on all delegated responsibilities

• Inform customers of late deliveries and renegotiate delivery window

• Sort GUI by A Time

• Assign delivery to truck, in order of time

• Record and report plant breakdowns/loading delays

• Manage specific late deliveries and involve scheduler if necessary

General

• Liaison with ACM/DSM/AGM/RGM/DOM/RM and other required sales & 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.

• In conjunction with weighbridge / Batching staff, engage sufficient haulage to meet customer delivery requirements.

• Where applicable liaise with Cement production to ensure fleet is scheduled accordingly.

• Monitor distribution operation regarding customer requirements and vehicle utilization during the day

• Liaise with weighbridge / plant supervisors, unit, and other regional coordinators to optimize distribution solution (including back-loads between areas). 

• Maintain good working relationships with drivers and service providers.

• Carry out administrative duties associated with this role and any other duties.

• Receive, log and resolve customer complaints on the Heidelberg Materials NCR and Complaints system ensuring preventative and corrective measures are put in place.

Essential

• Good level of commitment to customer service and satisfaction

• Excellent communication skills

• Adaptability and Flexibility to accommodate changing situations

Desirable

• Knowledge of construction industry and products

• Knowledge of local and national geography.

• Knowledge of Logistics / Planning processes

Experience

• Experience – 1 year customer sales/service/operations/transport role

What’s on Offer

•     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 Values : 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