Customer Service Agent B2B
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Job Location:
Yearly Salary:
Posted on:
9 hours ago
Vacancies:
1 Vacancy
Job Summary
We are looking for a proactive and customer-focused Customer ServiceAgent- B2B to join our Customer Service team on a full-time basis at our Rainham manufacturing site.
In this role you will support business customers across the House of Rohl and Aqualisa brands helping deliver exceptional service on our premium products.
This position is ideal for someone who thrives in a fast-paced environment enjoys problem-solving and can communicate confidently with business customers. You will play a vital role in ensuring accurate order processing strong customer relationships and seamless communication across the organisation.
Key Responsibilities
Customer Service & Support
- Provide a high standard of service to our business customers as part of the customer service team.
- Respond promptly to enquiries relating to order status stock availability pricing product information technical queries claims account issues and order discrepancies.
- Escalate complex or unresolved issues to the appropriate teams when required.
- Manage customer and Sales team email inboxes proactively.
- Ensure customers are updated on the progress of their orders from receipt through to shipment.
Data Systems & Documentation
- Maintain accurate and up-to-date customer records using CRM systems.
- Log complaints quality concerns and follow-up actions within CRM tools.
- Support the returns process for faulty products ensuring all procedures are followed correctly.
Cross-Functional Collaboration
- Work closely with internal teams and sister companies to ensure processes and information are aligned.
- Assist with the coordination of cross-functional projects when required.
- Manage the active customer order book in partnership with the Sales team.
Operational Support
- Help ensure the smooth day-to-day running of the department by supporting wider team tasks.
- Carry out additional duties as required by the Senior Customer Service Manager.
What You Will Bring
Essential
- Strong attention to detail and a proactive approach.
- Excellent communication relationship-building and customer service skills.
- Ability to problem-solve prioritise and work effectively under pressure.
- A collaborative mindset and enjoyment of working as part of a team.
- Willingness to learn and develop new skills.
Desirable
- Knowledge of export processes and commercial invoicing.
- Proficiency in MS Office Suite.
- Experience using ERP systems such as EFACS or Sage.
- Familiarity with CRM platforms such as CXone or HubSpot.
Our Core Competencies
- Drives Results Making things happen.
- Nimble Learning Always remain curious.
- Collaborates Use your network sharing knowledge and skills.
- Plans and Aligns Make it relevant make it purposeful.
Our Purpose & Behaviours
At the heart of everything we do are our shared values and behaviours:
- We Think Big Learn Fast
- We Work It Together
- We Make The Hard Call
Our Values
We commit to being a Home for all empowering people to Make a Difference.
We are:
- Aligned in our work together.
- Agile in the face of change.
- Accountable to our promises.
- Action with integrity and transparency.
Why Join Us
We reward not just the results but the positive impact you make along the way. With a pay-for-performance culture we value curiosity collaboration and the drive to keep improving.
The Benefits
- 33 days holiday (inclusive of Bank Holidays)
- Annual Incentive Plan
- Employee Assistance Programme
- Life Assurance & Pension Plan
- Health & Wellbeing Programme (including health cash plan)
- High Street Reward Scheme & Refer a Friend Programme
- Free Parking & Eye Care support
- Flexible working model
- Employee Recognition Programme
Our Hiring Process
- Initial discussion with our Resourcing Team.
- On-site interview process (12 stages depending on role).
- Successful candidates will be notified and start dates confirmed.
Due to the number of applications we receive. If you havent heard from us within 4 weeks please consider your application unsuccessful.
Note for Recruitment Agencies: We manage our vacancies internally preferring direct hires and referrals. When needed we engage agencies from our Preferred Supplier List (PSL). Speculative CVs from agencies not on our PSL will not be considered and no introduction fee will apply.
Who we are
Fortune Brands Innovations are a US-based company listed on the New York Stock Exchange that owns and develops a dynamic portfolio of brands for homes worldwide. Our specialist kitchen and bathroom division Fortune Brands Water Innovations is made up of leading luxury British brands Shaws Perrin & Rowe and Victoria Albert plus Riobel from Canada. We market these together under the House of Rohl name.
In addition Aqualisa completes our portfolio with its market-leading digital showering technology.
Our brands are united by a belief in design innovation and craftmanship leading to beautiful and high-quality products.
With manufacturing sites throughout the UK and a House of Rohl showroom at the Design Centre in London we currently employ over 600 people dedicated to delivering excellent products and service throughout our supply chain. A new multi-million pound state-of-the-art facility at the i54 Business Park in Wolverhampton will be completed later this year generating exciting new opportunities across the business as we continue to grow.
Watch our short video to discover more about Perrin & Rowe Shaws Riobel and Victoria Albert the brands that make up the House of Rohl.
The Benefits
Executive Team
Es John Featherby Finance Director EMEAA
Jim Platt VP Water Innovations - EMEAA
Siobhan Spruce HR Director - EMEAA
James Smith Marketing Director EMEAA
Okke Roosjen Sales Director EMEAA International
Jonathon White - Sales Director
What to expect
What to expect
Our people are what make our business and we truly care about creating a Home for All where employees are empowered to make a difference and able to bring their authentic selves to work. We are passionate about rewarding excellence and helping people to grow both personally and professionally during their time with us.
Our Values are integral to the way we work we are:
Aligned in our work together
Agile in the face of change
Accountable to our promises
Action with integrity and transparency
Underpinning our values are a set of behaviours which is one of the measures we use to track the progress towards our goals both as individuals and teams. Those who are successful within our business have a strong ability to drive results collaborate with others plan and align; and be an active learner.
As a growing business with a focus on excellence we are always looking for fresh talent to join us on our journey; and alongside that we are committed to nurturing and growing our people to achieve their potential with us. We take a flexible approach to development and progression opportunities always preferring to promote from within even if someone isnt quite the finished article yet.
We believe that everyone plays their part in helping to shape our future; whether that is joining one of our Early Careers Programmes being part of our Mentoring Programme or exploring how your strengths can be used cross-functionally we want you to be a part of our journey. Meet some of our team to understand more about how their careers have developed during their time with us.
We reward our teams not only for big headline results but for how positively they contribute to the business. The benefits we offer may vary depending on what role you come onboard as but all of our employees can enjoy:
- An annual incentive bonus structure based on business and individual performance
- 33 days holiday.
- A Health and Wellbeing programme including health cash plan employee assistance programme occupational health mental health first aid and monthly themed activity to support team wellbeing.
- Occupational Pension Scheme
- Life Assurance
- Employee Incentive Schemes such as our High5 Rewards and Refer a Friend bonuses
- Free parking on all company sites
- And as an employer who values you you will be welcomed with open arms and supported to succeed.
Meet the Team
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Required Experience:
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