Customer Services Advisor: Order Fulfillment & Support

ROCKWOOL International A/S; Bridgend; Sur place; GBP 22 000 - 30 000; Plein temps

Avantages offerts par ce poste

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

Résumé du poste

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.

Responsabilités

• 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.

Outils

SAP

Microsoft Office

Excel

Description du poste

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.