Cromwell
Customer Service Advisor
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About the Role
As our new Customer Service Advisor, you'll be the first point of contact for our customers, delivering an outstanding service across phone, email, and live chat. You'll take ownership of customer enquiries from start to finish, ensuring every interaction is handled with professionalism, accuracy, and care.
Working closely with Sales, Branch Operations, and Supply Chain, you'll play a vital role in keeping our customers informed, solving problems, and helping them find the right products. If you enjoy building relationships, working in a fast-paced environment, and making a genuine difference to the customer experience, we'd love to hear from you.
Key Responsibilities
- Deliver exceptional customer service across multiple communication channels.
- Process customer orders, quotations, returns, and enquiries accurately.
- Proactively communicate order updates, stock availability, and delivery information.
- Resolve customer issues and escalate complex queries where appropriate.
- Work collaboratively with internal teams and suppliers to achieve the best customer outcomes.
- Promote digital tools and self-service solutions to enhance the customer experience.
Requirements
- Excellent communication and customer service skills.
- Strong organization and attention to detail.
- Good problem-solving ability with commercial awareness.
- Confidence using Microsoft Office and business systems.
- A collaborative, positive, and adaptable approach.
- A passion for delivering exceptional customer experiences.
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Benefits
- A competitive salary alongside inclusion into our company bonus scheme. Our Cromwell Incentive Plan reinforces our key principle of winning as one team and sharing in our success.
- Enhanced employer pension contribution.
- 30 days annual leave entitlement including Bank Holidays – Whilst this is common amongst businesses, we also offer the opportunity to purchase additional annual leave in case you need extra days.
- Welcoming a new addition to the family is a precious time and one that we want our team members to enjoy. We support our team members by offering enhanced Maternity & Paternity pay so that you can plan for your time off with your family.
- It’s important to us that we look after the health and wellbeing of our team members, and our Healthcare Cash Plan does just that! Your cash plan is funded by Cromwell and provided by our trusted partner who are one of the oldest and largest healthcare cash plan providers in the UK.
- As part of our Great Place to Work initiatives, we are pleased that our Employee Assistance Programme (EAP) is available to all Cromwell team members. We recognize that it’s not always easy to balance your work, personal, and family life, and that’s where the EAP can help you better manage any issues you may be experiencing.
Who We Are
No matter where you are in your career – or where you want to be – we’re here to create a great place to work where you can grow, perform, and love what you do. At Cromwell, we’re all individuals, with unique backgrounds and personalities. But we have one thing in common: delivering exceptional service for our customers. And we do this through our purpose of Keeping Industry Working.
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Cromwell has been established for over 50 years and is a supplier of industrial tools, offering an unrivalled choice of products to all industries, professions, and trades. Of all the work we do, we are famous for Safety, Cutting Tools, Hand Tools, Power Tools, and Abrasives. We have expertise within our technical teams who can provide audits and offer advice on how your business can improve with the help of these four key categories.
We are committed to delivering a truly customer-focused and cost-effective service that successfully matches your company’s needs. Supplying the largest range available from a single source, including products from Welding and Site Maintenance to Office Supplies and Hygiene and more.
Diversity, Equity, Inclusion, and Belonging
Our aim is to create an environment that is welcoming to all people and ensures we treat each other and customers with respect. We appreciate different and fresh ways of thinking, encouraging innovation where colleagues feel they can express their views freely, and create a working atmosphere in which everyone is able to deliver a high-quality service.
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