Customer Service Apprentice

Roberts Manufacturing Ltd; Flint (MI); On-site; USD 28,000 - 32,000; Full time

Benefits offered by this job

Salary in region £21,000–£23,500

23 days annual leave + bank holidays

Permanent contract

Job summary

The Roberts Group is seeking a Customer Service Apprentice to support order processing and strengthen product knowledge. You will work closely with Technical, Logistics, Purchasing, Accounts and Sales to ensure orders progress smoothly from receipt to fulfilment.

You will develop knowledge of the company’s products and processes while training for the Level 2 Diploma in Customer Service. The role offers a structured apprenticeship with a clear path to growth within the business.

Qualifications

• Genuine interest in customer service and learning product knowledge.
• Clear spoken and written English for professional emails and records.
• Basic numeracy for checking quantities, prices and orders.
• Basic digital skills: email, word processing, data entry.
• Methodical, process-driven and willing to follow procedures.

Responsibilities

• Process customer orders from receipt to fulfilment following procedures.
• Check product specs, customer details, prices and delivery data.
• Prepare quotations, product codes and order documents with guidance.
• Respond to enquiries by email/phone and record actions taken.
• Liaise with Technical, Logistics, Purchasing, Accounts and Sales for smooth workflow.
• Escalate missing info or issues to the appropriate colleague.

Skills

Customer service

Order processing

Communication

Data entry

Digital literacy

Education

GCSEs or equivalent (English & Maths)

Tools

CRM

Order-processing system

Spreadsheet

Job description

Company Overview:

The Roberts Group is a family-run business consisting of 4 brands, Polyroof, Restec, Resology and Stormcure, which innovate, develop, and manufacture cold-applied liquid waterproofing solutions for UK and global flat roofing markets. We are proud to be recognised as an Employer of Choice, reflecting our dedication to creating a workplace where people are empowered to thrive. At The Roberts Group, we know that our people are our greatest strength. That’s why we focus on cultivating a positive, inclusive culture that supports well-being, encourages innovation, and drives collective success. We strive to ensure every team member feels appreciated, supported, and motivated to grow both personally and professionally. We are looking for an organised, proactive and customer-focused individual to join our team supporting the processing and management of customer orders. The role will involve working closely with customers and internal teams including Technical, Logistics, Purchasing, Accounts and Sales. The successful candidate will also develop strong product knowledge and work alongside the Technical Team where orders require additional technical input.

Key Responsibilities:

• Process customer orders accurately and efficiently from receipt through to fulfilment, following company procedures and agreed service standards.
• Check product specifications, customer details, prices and delivery information for core and ancillary products, escalating uncertainties appropriately.
• Prepare quotations, product codes and associated order documentation with guidance where required.
• Respond professionally to customer enquiries by email and telephone, establish what the customer needs and keep clear records of actions and outcomes.
• Liaise with Technical, Logistics, Purchasing, Accounts and Sales, carrying out clear handovers so that orders progress smoothly.
• Identify missing information, potential order issues or customer concerns early and work with the appropriate colleague to resolve or elevate them.
• Use company order-processing, customer-record and other bespoke systems accurately, in line with data-protection and confidentiality requirements.
• Develop knowledge of the company’s products, systems, processes, service standards and brand expectations through workplace training.
• Support quotations for ancillary products such as insulation, green roof systems and rooflights, initially under supervision.
• Recognise appropriate opportunities for additional products or services and refer or progress them in line with company procedures and the customer’s needs.
• Support post-order and after-sales enquiries, taking ownership within agreed limits and escalating complaints or complex issues.
• Provide supporting cover for the product-training function during periods of annual leave once trained and assessed as competent.

Apprenticeship Learning and Development:

You will be supported in completing the Level 2 Diploma in Customer Service and applying your learning in the workplace.

• Build a portfolio of workplace evidence and complete required assessments and knowledge tests.
• Agree SMART objectives, manage your workload and maintain a personal development plan with your line manager and college assessor.
• Ask for support when a task is outside your current competence or authority, particularly where technical specifications, pricing or customer commitments are involved.

Future Development:

As your knowledge and competence develop, there may be opportunities to:

• Take primary responsibility for agreed ancillary product quotations.
• Support the development and processing of international orders.
• Expand proactive order generation alongside the wider sales team.
• Develop deeper technical knowledge and become an important link between customers, Order Processing and the Technical Team

About You:

• Highly organised, with good attention to detail and a careful approach to information.
• Confident and professional when communicating with customers and colleagues by telephone and email.
• Able to manage several tasks, prioritise work and meet agreed deadlines with support.
• Proactive, reliable and willing to take ownership while recognising when to ask for help.
• A collaborative team member who enjoys working across different departments.
• Comfortable using computers and willing to learn new systems and processes.
• Curious and keen to develop product, commercial and technical knowledge.
• Committed to providing fair, respectful and inclusive customer service.

Skills and Qualifications

Essential

• A genuine interest in customer service, order processing and developing technical product knowledge.
• Clear spoken and written English, including the ability to write accurate, professional emails and capture customer information.
• Basic numeracy for checking quantities, measurements, prices and order details.
• Basic digital skills, including email, word processing and accurate data entry.
• A methodical approach, good problem-solving skills and willingness to follow procedures.
• Ability and willingness to meet the eligibility and assessment requirements of the apprenticeship and training provider.

Desirable

• GCSEs (or equivalent) in English and mathematics; applicants without these should be willing to complete any required functional-skills development.
• Experience from work, volunteering, education or personal projects involving customer service, administration, sales, construction products or a technical environment.
• Experience using a CRM, order-processing system, spreadsheet or other business software.
• Previous industry experience is not required. We value attitude, reliability, curiosity and willingness to learn.

Supervision and Scope

This is a learning role. The apprentice will work within defined procedures and agreed authority levels. Technical recommendations, non-standard specifications, pricing exceptions, contractual commitments, complaints and other higher-risk decisions must be checked or escalated to an authorised colleague until the apprentice has been trained and formally assessed as competent.

The Package

• A salary in the region of £21,000 to £23,500 with the starting level dependent on experience.
• 23 days annual leave plus bank holidays which will increase after 2 years’ service by one day per year, up to a maximum of 27 days plus bank holidays.
• Permanent contract, working Monday to Thursday, 8:30am to 5pm, and Friday, 8:30am to 3pm, with flexibility available around your start and finish times.