Cromwell
Specialist Customer Service Advisor
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About the Role
As our new Specialist Customer Service Advisor, you'll provide expert support to some of our largest and most complex customer accounts. Taking ownership of the customer journey from enquiry through to resolution, you'll build trusted relationships while delivering commercially balanced solutions that exceed expectations.
Working across Sales, Supply Chain, Branch Operations and Suppliers, you'll resolve complex enquiries, manage escalations and help shape improvements that enhance the customer experience. This is an exciting opportunity for an experienced customer service professional looking to take the next step in their career.
Key Responsibilities
- Manage complex customer enquiries, quotations, orders and escalations.
- Build long-term relationships with strategic customers.
- Deliver commercially balanced solutions while maintaining excellent service.
- Work collaboratively across multiple business functions to resolve customer issues.
- Identify opportunities for service improvement and digital adoption.
- Share expertise and best practice with colleagues across the team.
Requirements
What do I need to be successful in this role?
- Proven experience within a customer service environment.
- Experience managing complex customer issues or escalations.
- Excellent communication and relationship-building skills.
- Strong commercial awareness and problem-solving ability.
- High attention to detail with excellent organisational skills.
- Confidence using Microsoft Office, CRM and ERP systems.
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Benefits
What’s in it for you?
- 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 including Bank Holidays – Whilst this is common amongst businesses, we also offer the opportunity to purchase additional annual leave in case you need some 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 recognise 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.
About Us
Who are Cromwell?
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 and 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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