Customer Service Advisor

Job Title: Customer Service Advisor

Location: We are seeking a Customer Service Advisor to join our team here at ROCKWOOL UK our offices in Pencoed, South Wales.

Ready to help build a better future for generations to come?

In an ever-changing, fast paced world, we owe it to ourselves and our future generations to live life responsibly.  At ROCKWOOL, we work relentlessly to enrich modern living through our innovative stone wool solutions. 

Join us and make a difference!

Role Summary:

You will be 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.

What you will be doing:

• Behaving and performing 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
  • Maintaining up to date knowledge of industry developments and initiatives
  • Managing communication with potential, new and existing customers at the telephone, via email and face-to-face as appropriate
• Ensuring that orders are processed accurately (including pricing amendments) and that customers are supported through the order placement and fulfilment process
• Liaising with Distribution and Merchant sales team colleagues to ensure that customers receive a seamless and consistently high level of service
• Demonstrating ownership of personal learning and development, to include thorough preparation for regular reviews and performance development reviews and proactively suggesting tailored training solutions
• Developing professional relationships with customers, promoting a positive personal and company image which will promote long-term value-adding partnerships
• Demonstrating a proactive approach to getting things done within their own team and across the wider Customer Service team to support wider business needs.
• Identifying projects and process improvement which can be undertaken to enhance the customer experience

What you bring:

• Oragnised approach to work
• Ability to build relationships with customers
• Accurate data entry skills
• Good numeracy and literacy skills
• Good IT skills specifically around Microsoft packages (Word, Excel, PowerPoint etc.)

What we offer:

• Competitive Salary
• 30 days annual leave + Bank Holidays
• Company Pension Scheme (Aviva)  
• Company Bonus Scheme
• Westfield Health Cashback Scheme
• Life Assurance 4x annual salary
• Enhanced Sick Pay Scheme
• Subsidised electric vehicle charging facilities

Who we are:

We are the world leader in stone wool solutions. Founded in 1937 in Denmark, we transform volcanic rock into safe, sustainable products that help people and communities thrive.  We are a global company with more than 12,000 employees, located in 40+ countries with 51 manufacturing facilities… all focused on one common purpose – to release the natural power of stone to enrich modern living.

Diverse and Inclusive Culture:

We want all our people to feel valued, respected, included and heard. We employ 79 different nationalities worldwide and are committed to providing equal opportunities to all employees, promote diversity, and work against all forms of discrimination among ROCKWOOL employees.

At ROCKWOOL, you will experience a friendly team environment. Our culture is very important to us. In fact, we refer to our culture as “The ROCKWOOL Way”. This is the foundation in which we operate and is based upon our values of ambition, responsibility, integrity and efficiency.

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: 22nd June 2025