Facultatieve Technologies is a global leader in cremation and incineration systems, recognised for delivering environmentally responsible and technically advanced solutions.
Driven by our mission ‘Leading with Integrity, Innovating with Purpose, Prioritising Sustainability’ we design, and service high-performance cremators trusted in over 20 countries around the world. With over 140 years of engineering expertise and a commitment to continuous improvement, we’re proud to set the standard in our field.
We’re equally committed to the people behind our products. As a Disability Confident Employer, we champion accessibility, inclusion, and fairness at every level. We actively promote wellbeing in the workplace and prioritise investing in the growth and development of our colleagues.
The Role:
As a Customer Care Refractory Coordinator, you will be the first point of contact for our customers, ensuring seamless communication and exceptional service. You will handle customer inquiries, provide quotations, manage orders, and liaise with internal teams to meet customer requirements. Your role is crucial in strengthening customer relationships and supporting our sales, production, and technical teams.
What you'll be doing:
Customer Support
* Act as the primary contact for customer inquiries, including product information, pricing, and order status.
* Address and resolve customer concerns professionally and efficiently.
* Relay technical information between customers and internal engineering teams.
Order Management
* Process and track customer orders with accuracy, ensuring timely delivery.
* Coordinate with service department colleagues, production, logistics, and supply chain teams to meet customer delivery requirements.
* Maintain up-to-date records of customer interactions and orders in CRM/ERP systems.
Technical Liaison
* Develop knowledge of manufacturing techniques to better support customers.
* Work closely with engineering teams to provide accurate technical solutions.
* Interpret customer requirements and effectively communicate them to internal teams for customised orders or troubleshooting.
Relationship Management
* Build and maintain strong relationships with customers, fostering loyalty and repeat business.
* Keep customers informed about new products, services, and process updates.
Reporting & Analysis
* Generate reports on customer satisfaction, order trends, and support ticket resolutions.
* Monitor financial performance of individual orders, identifying those not achieving targeted margins and recommending improvements.
* Identify recurring customer issues and suggest process or product enhancements.
What We’re Looking For:
* 2+ years of experience in a customer service role, ideally within engineering or manufacturing.
* Familiarity with engineering and manufacturing processes is highly preferred.
* Proficiency in CRM/ERP systems (e.g., SAP, Salesforce).
* Strong computer skills, including Microsoft Office (Excel, Word, Outlook).
* Excellent communication and interpersonal skills.
* Strong problem-solving and conflict-resolution abilities.
* Ability to multitask and thrive in a fast-paced environment.
* Attention to detail with a commitment to delivering high-quality service.
* Additional language skills are advantageous.
Benefits of joining our team:
* 24 Days annual leave increasing with service.
* Free on site parking.
* Pension Contribution Match Up To 5%.
* Company Sick Pay.
* Flexible Working Arrangements.
* Access to a financial advisor.
* Electric vehicle salary sacrifice scheme.
* Charitable giving.
* Cycle to Work Scheme.
* Extra Day Off for Your Birthday.
* Life Assurance (6x Salary).
* Employee Assistance Programme.
* Sustainability Commitment – Work for a company dedicated to environmentally responsible practices.
* Festive December Shutdown.
* Dress Down Fridays.
We actively celebrate diversity & inclusion across the Facultatieve Technologies group. We embrace individuals’ contributions to our business, regardless of their age, gender, race, ethnicity, disability, sexual orientation, social background, religion, or belief.
We wholeheartedly believe that having a diverse and inclusive culture throughout the business is vital for our future successes.