Customer Service & Order Fulfillment Advisor

Rockwool Group; Bridgend; On-site; GBP 21,000 - 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设施

Job summary

ROCKWOOL Group is seeking a Customer Services Advisor to join our Pencoed offices in South Wales. You will process and coordinate customer orders, handle queries and claims, and liaise with sales, production, logistics, suppliers and accounts to ensure smooth order fulfilment.

We value proactive problem-solving, accurate pricing checks, and timely updates to customers on delivery progress, while contributing to service improvements and upselling opportunities.

Qualifications

• Previous experience in a similar customer service or order management role within manufacturing.
• Proficiency with SAP and Microsoft Office, including Excel.
• Ability to problem-solve customer situations and propose effective solutions.
• Experience building relationships with customers and internal teams in a busy service environment.
• Ability to manage multiple tasks simultaneously with accuracy and prioritisation.

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.

Skills

Customer service

Order management

SAP

Excel

Problem-solving

Stakeholder communication

Tools

SAP

Microsoft Office

Job description

ROCKWOOL Group is seeking a Customer Services Advisor to join our Pencoed offices in South Wales. You will process and coordinate customer orders, handle queries and claims, and liaise with sales, production, logistics, suppliers and accounts to ensure smooth order fulfilment.

We value proactive problem-solving, accurate pricing checks, and timely updates to customers on delivery progress, while contributing to service improvements and upselling opportunities.