{"id":2389771,"url":"https://alion.io/job/rockwool-customer-service","title":"Customer Service","company":{"id":1766142,"name":"Rockwool","domain":"rockwool.com","url":"https://alion.io/company/rockwool-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bridgend, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":36000,"max_usd":93000,"period":"year","method":"role_country_seniority_unknown","sample_n":190},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Assembly","optional":false},{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-12T20:53:17Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-13T01:15:23Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Job Title: Customer Services Advisor\nLocation: We are seeking a Customer Service Advisor to join our team here at Rockfon who are based at our offices in Pencoed, South Wales.\nReady to help build a better future for generations to come?\nAt ROCKWOOL, we enrich modern living with innovative stone wool solutions that promote sustainability, comfort, and wellbeing.\nRockfon, our acoustic solutions brand, creates quieter, healthier, and more beautiful spaces - from schools and offices to healthcare facilities and music halls.\nWhat you'll be doing:\nProcessing and coordinating all customer orders, queries, and claims with prompt and effective handling to ensure satisfaction\nDelivering continuous improvements to service levels for both external and internal customers through operational efficiency\nHandling quality, product, and service complaints professionally, liaising with relevant parties to reach a fair settlement\nLiaising with sales, production, logistics, suppliers, and accounts teams to ensure seamless order fulfillment and delivery\nVerifying correspondence for accurate pricing, product specifications, and maintaining input accuracy throughout the ordering process\nMonitoring confirmed delivery dates using warehouse reports, proactively updating customers on progress, and notifying them of any delays\nInvestigating, processing, and managing credit requests in collaboration with the accounts department to resolve customer issues fairly\nUpdating customer orders in Rockbis to ensure accurate financial reporting and providing timely data to the Financial Controller and Rockfon Group\nManaging customer call-off orders and keeping the ASM and Sales Director informed of any changes or issues\nIdentifying operational problems, proposing solutions, contributing to process improvements, and supporting sales initiatives through upselling and promotion awareness\nWhat you bring:\nPrevious experience in a similar customer service or order management role, ideally within the building materials or manufacturing sector\nProficiency in SAP and Microsoft Office, including Excel\nCapability to problem-solve customer situations, recognising issues before they escalate, and proposing effective solutions\nExperience building effective working relationships with customers and internal teams in a busy customer service environment\nExperience managing multiple customer service tasks simultaneously, with the ability to prioritise workload and maintain accuracy\nWhat we offer:\nCompetitive Salary\n30 days annual leave + Bank Holidays\nCompany Pension Scheme (Aviva)\nWestfield Health Cashback Scheme\nLife Assurance 4x annual salary\nEnhanced Sick Pay Scheme\nSubsidised electric vehicle charging facilities\nWho we are\nFounded 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.\nDiverse and inclusive culture\nAt ROCKWOOL, diversity, inclusion, and collaboration are core values. With employees from 79 nationalities, we respect and value every individual.\nOur business is guided by The ROCKWOOL Way - built on ambition, responsibility, integrity, and efficiency.\nClosing Date: 8th November 2026","description_format":"text","description_chars":3361,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"phd","optional":false},"security_clearance":false,"languages":[]},"benefits":["Annual leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-12T20:53:17Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":14,"reasons":["conf:4","win:early","comp:brand"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/rockwool-customer-service","json_url":"https://alion.io/job/rockwool-customer-service.json","meta":{"generated_at":"2026-10-13T05:56:25Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9201,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1766142},"rest":"https://alion.io/mcp/rest/get_company?id=1766142"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Frockwool-customer-service"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Frockwool-customer-service"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Frockwool-customer-service"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/rockwool-customer-service\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Frockwool-customer-service"}]}