Customer Service

ROCKWOOL USA INC.; Pencoed; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

30 days annual leave

Company pension scheme (Aviva)

Westfield Health Cashback Scheme

Life Assurance 4x annual salary

Enhanced Sick Pay Scheme

EV charging facilities subsidies

Job summary

ROCKWOOL is seeking a Customer Services Advisor based at our Pencoed, South Wales offices to support order processing and customer queries.

You will coordinate orders with SAP, liaise with sales, production, logistics and finance, and help drive service improvements while delivering excellent customer care.

Qualifications

• Experience in customer service or order management, ideally in building materials or manufacturing.
• Proficiency in SAP and Microsoft Office, including Excel.
• Strong problem-solving skills and ability to build relationships with customers and internal teams.
• Ability to manage multiple tasks with accuracy in a busy environment.

Responsibilities

• Process and coordinate all customer orders, queries and claims to ensure satisfaction.
• Deliver continuous improvements to service levels for external and internal customers.
• Handle quality, product and service complaints professionally with fair settlements.
• Collaborate with sales, production, logistics, suppliers and accounts to ensure seamless orders.
• Verify pricing and product specifications and maintain accuracy throughout ordering.
• Monitor delivery dates, update customers on progress and flag delays.
• Process and manage credit requests with the accounts team to resolve issues.
• Update ROCKBIS orders for accurate financial reporting and share data with Finance.
• Manage call-off orders and inform ASM and Sales Director of changes or issues.
• Identify operational problems, suggest solutions and support upselling initiatives.

Skills

Customer service

Order management

Problem solving

Relationship building

Tools

SAP

Excel

Microsoft Office

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 escal...
• 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