Customer Experience & Order Fulfillment Specialist

ROCKWOOL Group; Wales; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

30 days annual leave + Bank Holidays

Company Pension Scheme (Aviva)

Westfield Health Cashback Scheme

Life Assurance 4x annual salary

Enhanced Sick Pay Scheme

Subsidised electric vehicle charging

Job summary

ROCKWOOL Group in South Wales is seeking a Customer Services Advisor to join our Pencoed office. You will process and coordinate customer orders, queries and claims, while driving improvements to service levels for internal and external customers.

You will work with sales, production, logistics, suppliers and accounts to ensure accurate ordering, timely delivery, and issue resolution. Proficiency in SAP and MS Office is essential; experience in building materials is a plus.

Qualifications

• Experience in customer service or order management in building materials or manufacturing.
• Proficiency in SAP and Microsoft Office, including Excel.
• Ability to solve customer problems and suggest effective solutions.
• Experience building relationships with customers and internal teams.

Responsibilities

• Process and coordinate customer orders, queries and claims with prompt handling.
• Improve service levels through operational efficiency for external and internal customers.
• Handle complaints professionally and liaise to reach fair settlements.
• Collaborate with sales, production, logistics, suppliers and accounts for order fulfillment.
• Verify pricing and product specs; maintain order accuracy throughout ordering.
• Monitor delivery dates and update customers on progress and delays.
• Investigate and process credit requests with accounts to resolve issues.
• Update orders in Rockbis for accurate financial reporting.
• Manage call-off orders and inform ASM and Sales Director of changes.
• Identify problems and contribute to process improvements, upselling and promotions.

Skills

SAP

Microsoft Office

Excel

Problem solving

Customer relationships

Multi-tasking

Tools

SAP

Microsoft Office

Excel

Job description

ROCKWOOL Group in South Wales is seeking a Customer Services Advisor to join our Pencoed office. You will process and coordinate customer orders, queries and claims, while driving improvements to service levels for internal and external customers.

You will work with sales, production, logistics, suppliers and accounts to ensure accurate ordering, timely delivery, and issue resolution. Proficiency in SAP and MS Office is essential; experience in building materials is a plus.