,

DESCRIPTION

At Cromwell, we believe success starts with people. Our Culture of Excellence means every colleague is valued, supported, and empowered to deliver their best work. By setting high standards and celebrating achievements, we create an environment where professionalism and enjoyment go hand in hand.

As part of our Sales Team, the Customer Care function is at the heart of delivering exceptional service. You’ll be the first point of contact for customers, ensuring every interaction reflects Cromwell’s values of professionalism, accountability, and innovation, while supporting our ambition for Industry Leadership.

As a Customer Care Representative, you will be responsible for providing outstanding service and administrative support to the Sales Department. You’ll be the first to respond to emails, inbound calls and enquiries, resolving queries efficiently and effectively wherever possible, and ensuring a seamless experience for every customer.

This role requires excellent communication skills, attention to detail, and a proactive mindset. You’ll work closely with Account Managers, Business Development team and other departments to ensure customer needs are met, while also contributing to team performance and continuous improvement.

ROLE AND RESPONSIBILITIES

Communicate directly with customers, delivering the highest standards of service.
Respond to inbound calls and enquiries, resolving queries where possible before escalating.
Process sales orders, confirming details with customers and liaising with Account Managers when needed.
Provide updates to customers on order progress, delivery dates, or lead times (including made-to-order or back-ordered items).
Work collaboratively with the Sales Team to improve efficiency, highlighting opportunities for improvement.
Identify opportunities to upsell products and services to customers.
Monitor and maintain stock levels, escalating issues such as extraordinary usage or outages to management.
Process returns, credit notes, and missing stock requests in line with company procedures.
Organise customer sample requests.
Manage the shared sales email inbox, forwarding enquiries to the Sales Manager where required.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

Previous customer service or administrative experience preferred (ideally in a sales support environment), although training will be provided.

Cromwell Polythene believes in developing their team members through structured learning and development opportunities as part of our culture.