**Job Title:**Customer Services Advisor**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**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**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** #J-18808-Ljbffr
Customer Service employer: ROCKWOOL International A/S
ROCKWOOL is an exceptional employer, offering a dynamic work environment where innovation and sustainability are at the forefront. As an Area Sales Manager in Scotland, you will benefit from a competitive salary, a company vehicle, and a robust commercial bonus scheme, all while being part of a diverse team that values collaboration and personal growth. With a commitment to employee wellbeing and a culture that promotes inclusivity, ROCKWOOL provides ample opportunities for professional development in a company dedicated to making a positive impact on the world.
Contact Details:
ROCKWOOL International A/S Recruitment Team
