Customer Care Coordinator

Job Title: Customer Care Coordinator

Location: Farnworth, Bolton, BL4 0AN

Salary: £30,000 – £35,000 per annum

Job Type: Full time, Permanent

Working Hours: 38 hours per week; Monday to Thursday 07:30 to 16:00 and Friday 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 and 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