Regional Customer Experience Specialist

1 week ago

Brisbane, Queensland, Australia beBeeCustomerExperience Full time $88,000 - $89,400
Job Description:

The Regional Customer Experience Specialist plays a pivotal role in ensuring a positive experience for key customers within their respective region.

This specialist drives focus on customers who are strategically important to the region, aiming to enhance customer retention, increase volume/share of wallet, and drive revenue growth (aligned to the regional commercial strategy).

This will be achieved by delivering on essential tasks and region-specific responsibilities to enhance the overall customer experience.

Key Responsibilities:
  • Reduces variation from preplan to actual cycle times through effective customer orderbook planning and engagement
  • Monitors and proactively assists in the reduction of onsite truck waiting times whilst improving on-time delivery (in accordance to supply agreements)
  • Monitors and reduces late loads to Key Account Customers and projects through proactive communication with allocations team, sales team and customer
  • Review forward orders for Key Account Customers and ensures orders are set-up accurately and in-line with customer expectations
  • Proactively seek to have these orders confirmed well in advance where possible
  • Identify and collaborate with regional stakeholders to remove future day ghost/dummy orders where possible
  • Review and maintain geofences for key projects and ensure they are set-up to maximise system efficiency relating to service delivery
  • Regular face to face or virtual meetings with Sales to discuss current projects, critical pours, forecast volumes and target customers
  • Frequent communication and timely updates to key CSC and internal stakeholders for major pours/customers
  • Analyse and report on Key Account Customer pours performance to identify opportunities to improve for both Heidelberg Materials and the customer
  • Proactive communication with nominated customers for: Confirmation of future order requirements On-the-day order updates Post pour feedback Provide detailed summary of progress through a monthly concise report
Required Skills and Qualifications:

The ideal candidate should possess the following skills and qualifications:

  • High passion for customer/sales and good at follow-ups
  • Proficient in various software applications and ERP systems
  • Strong influencing ability
  • Strong attention to detail and accuracy
  • Strong planning and organisational skills
  • Ability to multi-task
  • Possess a good degree of process/task orientation
Benefits:

This role offers an exciting opportunity to work in a dynamic environment and contribute to the success of the organisation. The successful candidate will enjoy:

  • A challenging and rewarding role that requires strong analytical and problem-solving skills
  • A collaborative and supportive team environment
  • Opportunities for professional development and growth
Others:

We encourage applicants with a customer-facing orientated environment and preferably over 2 years allocator experience to apply. If you are detail-oriented and passionate about supply chain management and customer service, we look forward to receiving your application.

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