Customer Service

ROCKWOOL International A/S; Bridgend; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Competitive Salary

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 International A/S, via Rockfon, seeks a Customer Services Advisor to work from our Pencoed office in South Wales. You will handle orders, queries, and claims to ensure customer satisfaction and service excellence.

You will work with sales, production, logistics, suppliers, and accounts to deliver accurate pricing and on-time delivery, maintaining order accuracy and building strong customer relationships. A proactive, detail‑oriented approach is essential.

Qualifications

• Previous experience in a similar customer service or order management role, ideally within the building materials or manufacturing sector.
• Proficiency in SAP and Microsoft Office, including Excel.
• Capability to problem-solve customer situations, recognising issues before they accelerate, and proposing effective solutions.
• Experience building effective working relationships with customers and internal teams in a busy customer service environment.
• Experience managing multiple customer service tasks simultaneously, with the ability to prioritise workload and maintain accuracy.

Responsibilities

• Processing and coordinating all customer orders, queries, and claims with prompt and effective handling to ensure satisfaction.
• Delivering continuous improvements to service levels for both external and internal customers through operational efficiency.
• Handling quality, product, and service complaints professionally, liaising with relevant parties to reach a fair settlement.
• Liaising with sales, production, logistics, suppliers, and accounts teams to ensure seamless order fulfillment and delivery.
• Verifying correspondence for accurate pricing, product specifications, and maintaining input accuracy throughout the ordering process.
• Monitoring confirmed delivery dates using warehouse reports, proactively updating customers on progress, and notifying them of any delays.
• Investigating, processing, and managing credit requests in collaboration with the accounts department to resolve customer issues fairly.
• Updating customer orders in Rockbis to ensure accurate financial reporting and providing timely data to the Financial Controller and Rockfon Group.
• Managing customer call-off orders and keeping the ASM and Sales Director informed of any changes or issues.
• Identifying operational problems, proposing solutions, contributing to process improvements, and supporting sales initiatives through upselling and promotion awareness.

Tools

SAP

Microsoft Office

Excel

Job description

Job Title: Customer Services Advisor

Location: We are seeking a Customer Service Advisor to join our team here at Rockfon who are based at our offices in Pencoed, South Wales.

Ready to help build a better future for generations to come? At ROCKWOOL, we enrich modern living with innovative stone wool solutions that promote sustainability, comfort, and wellbeing.

Rockfon, our acoustic solutions brand, creates quieter, healthier, and more beautiful spaces - from schools and offices to healthcare facilities and music halls.

What you’ll be doing:

• Processing and coordinating all customer orders, queries, and claims with prompt and effective handling to ensure satisfaction
• Delivering continuous improvements to service levels for both external and internal customers through operational efficiency
• Handling quality, product, and service complaints professionally, liaising with relevant parties to reach a fair settlement
• Liaising with sales, production, logistics, suppliers, and accounts teams to ensure seamless order fulfillment and delivery
• Verifying correspondence for accurate pricing, product specifications, and maintaining input accuracy throughout the ordering process
• Monitoring confirmed delivery dates using warehouse reports, proactively updating customers on progress, and notifying them of any delays
• Investigating, processing, and managing credit requests in collaboration with the accounts department to resolve customer issues fairly
• Updating customer orders in Rockbis to ensure accurate financial reporting and providing timely data to the Financial Controller and Rockfon Group
• Managing customer call-off orders and keeping the ASM and Sales Director informed of any changes or issues
• Identifying operational problems, proposing solutions, contributing to process improvements, and supporting sales initiatives through upselling and promotion awareness

What you bring:

• Previous experience in a similar customer service or order management role, ideally within the building materials or manufacturing sector
• Proficiency in SAP and Microsoft Office, including Excel
• Capability to problem-solve customer situations, recognising issues before they accelerate, and proposing effective solutions
• Experience building effective working relationships with customers and internal teams in a busy customer service environment
• Experience managing multiple customer service tasks simultaneously, with the ability to prioritise workload and maintain accuracy

What we offer:

• Competitive Salary
• 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 facilities

Who we are

Founded in 1937 in Denmark, ROCKWOOL is a global company in stone wool solutions, with 12,000+ employees in over 40 countries. We are deeply committed to sustainability, contributing to 11 UN Sustainable Development Goals - including SDG 14: Life Below Water - through initiatives such as our One Ocean Foundation partnership. Diverse and inclusive culture At ROCKWOOL, diversity, inclusion, and collaboration are core values. With employees from 79 nationalities, we respect and value every individual. Our business is guided by The ROCKWOOL Way - built on ambition, responsibility, integrity, and efficiency.

Closing Date: 8th November 2026

At ROCKWOOL Group, we are committed to enriching the lives of everyone who experiences our products and services. We help our customers and communities tackle many of today’s biggest sustainability and development challenges, from energy consumption and noise pollution to fire resilience, water scarcity, and flooding. Our product range reflects the diversity of the world’s needs, while supporting our stakeholders in reducing their own carbon footprint.

Stone wool is a fully recyclable, versatile material that forms the basis of all our businesses. With ~11,800 dedicated colleagues in 37 countries and sales in more than 120, we are the world leader in stone wool products, from building insulation to acoustic ceilings, external cladding systems to horticultural solutions, customised stone wool insulation components for other manufacturers’ products and systems (OEM), to insulation for the process industry and marine & offshore.

Ready to help build a better future for generations to come? Join us and make a difference!