Published date:
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
No agencies, thank you.