Heidelberg Materials North America
A leading supplier of construction materials, focusing on cement, concrete, aggregates, and innovative solutions.
Customer Service Agent
Provide professional, personalized customer service handling orders, quotes, and issues.
Job Highlights
About the Role
The role’s purpose is to provide every customer with a professional, dedicated and personal service that delivers a QUOTIFIC experience. Candidates must meet customer and business requirements efficiently and cost‑effectively while accurately capturing requirements through clear communication. Managing the full customer journey from quote to delivery is central to the position. Key accountabilities include delivering the QUOTIFIC experience—quoted on time, delivered in full and invoiced correctly—while handling inbound calls and emails, building relationships and keeping customers informed. The incumbent will create, amend and confirm orders, process quotes, invoices and service charges, and maintain ownership of customer accounts to understand their business processes. Supporting team members, sharing best practices, reducing queries through root‑cause analysis, completing sales reporting and other admin tasks are also required. Additionally, the role involves investigating and resolving complaints, escalating issues when necessary, developing multi‑skill knowledge across the team, negotiating realistic delivery times, and applying market and product knowledge while complying with company policies.
Key Responsibilities
- ▸quote processing
- ▸order management
- ▸invoice handling
- ▸customer accounts
- ▸sales reporting
- ▸root‑cause analysis
What You Bring
• 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
Requirements
- ▸armed forces
- ▸disability confident
- ▸5% club
- ▸clear assured
- ▸mpqc
- ▸stem ambassador
Benefits
• 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 maternity, paternity, parental leave, neonatal care, adoption, IVF, menopause support • Social Value: Paid volunteering day each year, Communities (LGBTQ+, Network of Women, Women in Science and Engineering (STEM), Armed Forces) • Wellbeing: Employee Assistance Programme (EAP), Mental Health First Aiders, Cycle to Work scheme, Gym discount via Employee Benefits portal, Free eye tests, Discounted private medical cover
Work Environment
Office Full-Time