Customer Care Representative June 2026

• 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.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and a keen attention to detail.
• Strong IT skills (including Microsoft 365 - Word, Excel, Outlook, Teams)
• Familiarity in using customer relationship management (CRM) systems (desirable).
• A friendly and approachable demeanor.
• A resilient and adaptable personality, capable of handling challenging situations.
• Ability to work effectively in a team environment.
• Passionate about delivering exceptional customer service.
• This is a fully office-based role in Leeds, West Yorkshire (UK). Applicants must already have the existing right to work in the UK, as we are unable to offer visa sponsorship.

• Competitive salary
• Profit Share*
• Life insurance
• Workplace pension*
• Private medical benefits (taxable)*

*conditions apply