Job Title: Logistics and Customer Service Administrator
Location: Helsby, Frodsham, WA 0DJ
Salary: £26,000 - £30,000 per annum
Job Type: Full Time, Permanent
Hours: 38 hours per week: Monday to Thursday 07:30 – 16:00hrs, Friday 07:30 – 12:50hrs
About Us:
Heat Trace Limited is a global leader in the design, manufacture, and supply of electric heat tracing systems. With a strong commitment to innovation, quality, and customer satisfaction, we serve a wide range of industries including oil & gas, chemical, power generation, and infrastructure.
About the Role:
This position combines both customer service and shipping responsibilities within a busy, fast‑moving department within a manufacturing company. The role ensures orders are processed accurately, quotes are prepared efficiently, deliveries run smoothly, and customers receive a consistently high level of service. It requires strong multitasking skills, excellent attention to detail, and the ability to work both independently and as part of a team.
Experience with an ERP and/or CRM system is essential. The successful candidate should have either a background in customer service or experience with shipping formalities. Effective and confident communication with internal teams, as well as with overseas customers, suppliers, and carriers, is a key part of the role. The position involves switching between customer service and logistics tasks based on operational priorities while maintaining a high standard of accuracy and service.
Key Responsibilities
Customer Service:
1. Process customer orders accurately and efficiently.
2. Prepare and issue customer quotations
3. Respond to customer enquiries by phone and email in line with business requirements.
4. Provide updates on order status, lead times, and delivery schedules.
5. Maintain accurate customer records and order information within the ERP/CRM system.
Shipping & Logistics:
6. Arrange domestic and international shipments, including export and import processes.
7. Prepare shipping documentation such as commercial invoices, packing lists, and export declarations.
8. Ensure compliance with shipping regulations and customer requirements.
9. Track shipments and proactively resolve delays or discrepancies. Liaise with freight forwarders,carriers, and suppliers to arrange collections and deliveries
10. Track shipments and proactively resolve delays or discrepancies.
11. Support the despatch team with information needed for accurate order fulfilment.
Cross-Functional Collaboration:
12. Work closely with necessary internal teams / departments to ensure smooth and efficient order flow.
13. Communicate clearly with overseas customers and suppliers regarding order and shipping
requirements, documentation, and schedules.
14. Support continuous improvement initiatives within customer service and logistics
What we can offer you:
15. Competitive salary + bonus scheme
16. 25 days holiday plus bank holidays rising with service
17. Cash Health Plan (including 24/7 GP line and perks)
18. Life assurance
19. Opportunities for global travel and career development
20. Collaborative and innovative work environment
21. Training and support from a highly experienced UK-based team
About you:
Skills & Experience:
Essential:
22. Strong multitasking ability and organisational skills.
23. Excellent attention to detail and accuracy.
24. Confident communicator with clear written and verbal communication skills.
25. Ability to work independently and collaboratively within a team.
26. Background in customer service or shipping/logistics (one or the other essential).
27. Experience with ERP, CRM, or quoting systems (e.g., Epicor, OpenCRM).
Desirable:
28. Knowledge of export/import documentation and shipping processes.
29. Experience working with overseas customers or suppliers.
30. Time management skills, prioritise workload
Personal Attributes:
31. Professional, positive, and customer‑focused attitude.
32. Adaptable and comfortable managing changing priorities.
33. Reliable, organised, and committed to delivering high‑quality work
34. Ability to remain calm under pressure
Benefits:
35. Pension scheme
36. Health Shield scheme
37. Group Life Assurance
38. Training & Personal Development
39. 25 days holiday plus bank holidays (increase with service)