Specialist Customer Service Advisor

Cromwell Group (Holdings) Ltd; Dudley (MA); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

Bonus scheme

Enhanced pension

30 days leave including Bank Holidays

Maternity & Paternity pay

Healthcare Cash Plan

Employee Assistance Programme

Job summary

Cromwell is seeking a Specialist Customer Service Advisor to provide expert support to major accounts, guiding the customer journey from enquiry to resolution. You will collaborate across Sales, Supply Chain, Branch Operations and suppliers to resolve complex issues and drive improvements in the customer experience.

You will manage escalations, deliver value through tailored solutions, and share best practices to strengthen relationships with key customers and internal partners.

Qualifications

• Proven experience within a customer service environment.
• Experience handling complex customer issues or escalations.
• Excellent communication and relationship-building skills.
• Strong commercial awareness and problem-solving ability.
• High attention to detail with excellent organisational skills.
• Confidence using MS Office, CRM and ERP systems.

Responsibilities

• Manage complex customer enquiries, quotations, orders and escalations.
• Build long-term relationships with strategic customers.
• Deliver commercially balanced solutions while maintaining excellent service.
• Work collaboratively across multiple business functions to resolve customer issues.
• Identify opportunities for service improvement and digital adoption.
• Share expertise and best practice with colleagues across the team.

Skills

Communication skills

Relationship-building

Problem-solving

Attention to detail

Organisational skills

Commercial awareness

Tools

CRM systems

ERP systems

Microsoft Office

Job description

Overview

As our new Specialist Customer Service Advisor, you\'ll provide expert support to some of our largest and most complex customer accounts. Taking ownership of the customer journey from enquiry through to resolution, you\'ll build trusted relationships while delivering commercially balanced solutions that exceed expectations. Working across Sales, Supply Chain, Branch Operations and Suppliers, you\'ll resolve complex enquiries, manage escalations and help shape improvements that enhance the customer experience. This is an exciting opportunity for an experienced customer service professional looking to take the next step in their career.

Responsibilities

• Manage complex customer enquiries, quotations, orders and escalations.
• Build long-term relationships with strategic customers.
• Deliver commercially balanced solutions while maintaining excellent service.
• Work collaboratively across multiple business functions to resolve customer issues.
• Identify opportunities for service improvement and digital adoption.
• Share expertise and best practice with colleagues across the team.

Qualifications

• Proven experience within a customer service environment.
• Experience managing complex customer issues or escalations.
• Excellent communication and relationship-building skills.
• Strong commercial awareness and problem-solving ability.
• High attention to detail with excellent organisational skills.
• Confidence using Microsoft Office, CRM and ERP systems.

Benefits

• A competitive salary alongside inclusion into our Company bonus scheme. Our Cromwell Incentive Plan reinforces our key principle of winning as one team and sharing in our success.
• Enhanced employer pension contribution.
• 30 days including Bank Holidays – with the opportunity to purchase additional annual leave.
• Enhanced Maternity & Paternity pay to support team members planning time off with their family.
• Healthcare Cash Plan funded by Cromwell and provided by our trusted partner, helping look after health and wellbeing.
• Employee Assistance Programme (EAP) available to all Cromwell team members to help balance work, personal and family life.

About Cromwell

Cromwell has been established for over 50 years and is a supplier of industrial tools, offering an unrivalled choice of products to all industries, professions and trades. We provide next day delivery or collection from our nationwide branch network, supported by an overnight UK logistics operation. Our team of over 1500 people are proud to be keeping industry working.

We are all individuals, yet we are one united team. We treat everyone fairly and provide opportunities for new and varied experiences. Inclusion means not just accepting people for who they are, but showing respect and making adjustments to help people and remove barriers; it\'s about creating a culture where everyone is respected, empowered and able to realise their full potential.