Job Title: Customer Care Coordinator
Location: Bolton BL4 0AN
Salary: £30,000 - £35,000 per annum
Job Type: Full time, Permanent
Working Hours: 38 hours per week, Mon to Thurs 07:30 to 16:00 and Fri 07:30 to 12:50
About The Company:
Based in Farnworth, Bolton, Backer Heatrod are the leading manufacturer of heating elements and associated process heating equipment that's required in domestic and industrial applications.
About the Role:
We are looking for our next customer service superstar. Ideally with experience in a manufacturing environment we are recruiting an enthusiastic, customer driven, friendly individual who is willing to take on the challenge of supporting the business with the delivery of a new ERP system, reviewing and revising our current processes to improve efficiencies and building excellent relationships with our customers both internal and external. This is a great opportunity to join a really supportive team and add value to our business.
The purpose of the role is to provide exceptional customer service and support to customers, distributors, and internal teams within a manufacturing environment. The main point of contact for customer enquiries, order processing, and after-sales support, ensuring customer satisfaction and efficient resolution of issues using our current CRM and other operating systems.
Key Responsibilities:
* Respond promptly and professionally to customer enquiries via phone, email, and online platforms
* Process customer orders, returns, and exchanges accurately using the company's ERP/CRM systems
* Champion the use of the CRM in order to generate accurate data to steer the marketing strategy
* Liaise with production, supply chain, and quality teams to ensure timely delivery and resolution of customer issues
* Provide product information, basic technical support, and guidance to customers.
* Handle complaints, identify root causes, and coordinate solutions to ensure customer satisfaction
* Maintain accurate records of customer interactions, transactions, and feedback via the relevant platforms
* Support the sales team with quotations, lead follow-up, and customer account management
* Working closely with planning monitor order status and proactively communicate timely updates or delays to customers
* Participate in continuous improvement initiatives to enhance customer service processes
About you:
Key Skills & Experience:
* Previous experience in a customer service or sales support role is essential, ideally within manufacturing or industrial sectors.
* Strong communication and interpersonal skills
* Proficient in Microsoft Office and experience with ERP/CRM systems (e.g., SAP, Oracle, Salesforce)
* Ability to multitask, prioritise, and work under pressure
* Problem-solving skills and a proactive approach to customer issues
* Attention to detail and high level of accuracy
* Team player with a positive attitude
Qualifications:
* GCSEs/A-Levels or equivalent; further education or relevant certifications are a plus.
* Additional language skills are advantageous.
What we can offer you:
* 25 days holiday plus bank holidays
* Cash Health Plan and EAP
* Cycle to work scheme
* Full training and support
* Opportunities for career progression
* Friendly and inclusive working environment
* Company pension scheme
* On-site parking
No agencies.
Please click the APPLY button to send your CV and Cover Letter for this role.
Candidates with the experience or relevant job titles of; Customer Services Executive, Customer Service Representative, Manufacturing Customer Support, Industrial Client Service Executive, Customer Service Coordinator, Customer Care Assistant, Office Administrator, Team Administrator, Client Services Executive, Customer Service Advisor, Sales Support Administrator, Manufacturing Sales Support Assistant may also be considered for this role