Customer Service

ROCKWOOL Group; Pencoed; On-site; GBP 24,000 - 28,000; Full time

Benefits offered by this job

Competitive salary

30 days annual leave + BH

Company pension (Aviva)

Westfield Health Cashback

Life Assurance 4x salary

Enhanced Sick Pay

EV charging facilities

Job summary

Rockfon, ROCKWOOL Group's acoustic solutions brand in South Wales, seeks a Customer Services Advisor to manage orders, queries and claims with focus on accuracy and delivery timelines.

You will work with sales, production, logistics and accounts to ensure seamless order fulfilment, resolve issues, and drive customer satisfaction in a fast-paced environment.

Qualifications

• Experience in customer service or order management.
• Proficient in SAP and Microsoft Office (Excel).
• Strong problem-solving and relationship-building skills.

Responsibilities

• Process and coordinate customer orders, queries and claims promptly.
• Improve service levels through operational efficiency.
• Handle complaints professionally, liaising to reach fair settlements.
• Coordinate with sales, production, logistics, suppliers and accounts for order fulfilment.
• Verify pricing and product specs; maintain order accuracy.
• Monitor delivery dates and update customers on progress.
• Collaborate with accounts to resolve credit requests fairly.
• Update orders in Rockbis for accurate reporting and data to Finance.
• Inform ASM and Sales Director of changes to call-off orders.
• Identify issues and propose process improvements and upselling opportunities.

Skills

SAP

Microsoft Office

Problem solving

Customer relationships

Multi-tasking

Tools

Microsoft 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 escalates, 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