Customer Service Advisor

4 weeks ago

Bridgend, United Kingdom ROCKWOOL Group Full time

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.

Customer Service Advisor - ROCKWOOL UK

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.

This position is offering permanent, full-time employmen

Key Result Areas- Ensure that 97% of orders are entered on the same day- Ensure that credits do not exceed 0.75% of orders- Visit one customer per quarter- Answer telephone with 4 rings

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 developmentResponsible for ensuring that orders are processed accurately (including pricing amendments) and that customers are supported through the order placement and fulfilment process.- Liaise with Distribution and Merchant 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:
- Competitive salary- 30 days annual leave plus bank holidays- Pension Salary Sacrifice- Life Assurance (3x Annual Salary)- Westfield Health Cashback healthcare scheme including Employee Assistance Scheme and Westfield Health Rewards (discounts and rewards from hundreds of high street retailers, restaurants, gyms and destinations)- Income Protection- Cycle to work scheme- Early finish on a Friday- Free on-site parking

Interested?

Closing Date: 24th February 2023

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