Customer Service

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* Job Title:

** Customer Services Advisor
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* 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
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* 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 escalate, 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
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* 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*
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