Customer Service Advisor

United Kingdom
03 December 2021
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Ensuring customer satisfaction with every order

As part of our tight-knit team, you will work with a strong customer focus, in a fast-paced environment where no two days are ever the same. Our common goal is to deliver the right material to the customer at the right time and place. It takes a special type of person to make that happen. Your personality and attitude is crucial in ensuring an excellent customer experience. In return, you will work with great products and get the right training and tools to enable you to reach our ambitious service goals. 

We are recruiting for a Customer Service Advisor to join our busy Customer Support department, specifically in our Aftercare team. This will be a permanent position, based at our Bridgend site.

Job Purpose & Scope                                                                                                                        

To support customers and other key stakeholders across the UK and ROI in the segments of Distribution, Merchant and general sales, ensuring that orders are fulfilled in the correct quantities and at the right time.

To deliver a level of customer satisfaction (including complaint resolution) which ensures that ROCKWOOL is the ‘go to’ supplier, by establishing and maintaining professional relationships with internal and external customers, delivering commercial excellence, understanding our market and protecting the customer experience through alignment with ROCKWOOL values and behaviours.

Key Result Areas

  • Balances & lates

  • Queries – PODs, ETAs, invoice queries

  • Delivery related issues – handling any delivery-related issues after an order has been arranged by Logistics (issues on site, returns, lates, etc.)

  • Claims management

  • Participation in Customer Service and Digitalisation projects

  • Ensure that 97% of orders are entered on the same day

  • Ensure that credits do not exceed 0.75% of orders

Key Responsibilities & Job Content

  • Behave and perform in a way which ensures that stakeholder relationships are managed in a professional and proactive manner in the key areas of:

    • Product champion for selected product sector

    • Customer satisfaction (internal and external)

    • Telephony performance and personal productivity

    • Accuracy of order input thereby minimising the need for credit and debit creation

    • Maintain up to date knowledge of industry developments and initiatives

    • Proactively resolve issues

    • Drive personal development

    • Manage communication with potential, new and existing customers at the telephone, via email and face-to-face as appropriate

  • Responsible for ensuring that orders are processed accurately (including pricing amendments) and that customers are supported through the order placement and fulfilment process.

  • Liaise with Sales team colleagues to ensure that customers receive a seamless and consistently high level of service

  • Demonstrate ownership of personal learning and development, to include thorough preparation for regular reviews and performance development reviews and proactively suggesting tailored training solutions.

  • Develop professional relationships with customers, promoting a positive personal and company image which will promote long-term value-adding partnerships.

  • Demonstrate a proactive approach to getting things done within their own team and across the wider Customer Service team to support wider business needs.

  • Identify projects and process improvement which can be undertaken to enhance the customer experience.

  • Decisions regarding day to day order creation and/or amendments

This is what you offer:

  • Accurate data entry skills

  • Written and spoken English Language

  • Numerate

  • Familiar with SAP or similar operating platforms

This is what we offer:

  • 30 days annual leave + 8 bank holidays

  • Westfield health cashback scheme

  • Pension

Interested?

Would you also be proud to enrich society like we do? Apply now to join us improving modern living conditions for millions of people worldwide.

Closing Date: 12th December 2021

Apply

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