Logistics and Customer Service Administrator

Job Title: Logistics and Customer Service Administrator

Location: Helsby, Frodsham, WA6 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:

• Process customer orders accurately and efficiently.
• Prepare and issue customer quotations
• Respond to customer enquiries by phone and email in line with business requirements.
• Provide updates on order status, lead times, and delivery schedules.
• Maintain accurate customer records and order information within the ERP/CRM system.

Shipping & Logistics:

• Arrange domestic and international shipments, including export and import processes.
• Prepare shipping documentation such as commercial invoices, packing lists, and export declarations.
• Ensure compliance with shipping regulations and customer requirements.
• Track shipments and proactively resolve delays or discrepancies. Liaise with freight forwarders,carriers, and suppliers to arrange collections and deliveries
• Track shipments and proactively resolve delays or discrepancies.
• Support the despatch team with information needed for accurate order fulfilment.

Cross-Functional Collaboration:

• Work closely with necessary internal teams / departments to ensure smooth and efficient order flow.
• Communicate clearly with overseas customers and suppliers regarding order and shipping
  requirements, documentation, and schedules.
• Support continuous improvement initiatives within customer service and logistics

What we can offer you:

• Competitive salary + bonus scheme
• 25 days holiday plus bank holidays rising with service
• Cash Health Plan (including 24/7 GP line and perks)
• Life assurance
• Opportunities for global travel and career development
• Collaborative and innovative work environment
• Training and support from a highly experienced UK-based team
  

About you:

Skills & Experience:

Essential:

• Strong multitasking ability and organisational skills.
• Excellent attention to detail and accuracy.
• Confident communicator with clear written and verbal communication skills.
• Ability to work independently and collaboratively within a team.
• Background in customer service or shipping/logistics (one or the other essential).
• Experience with ERP, CRM, or quoting systems (e.g., Epicor, OpenCRM).
  

Desirable:

• Knowledge of export/import documentation and shipping processes.
• Experience working with overseas customers or suppliers.
• Time management skills, prioritise workload
  

Personal Attributes:

• Professional, positive, and customer‑focused attitude.
• Adaptable and comfortable managing changing priorities.
• Reliable, organised, and committed to delivering high‑quality work
• Ability to remain calm under pressure
  

Benefits:

• Pension scheme
• Health Shield scheme
• Group Life Assurance
• Training & Personal Development
• 25 days holiday plus bank holidays (increase with service)