Backer Heatrod Ltd

About the Company

Backer Heatrod manufacture both domestic and industrial electric heating products and solutions. Our manufacturing premises is based in north Manchester and we are also part of a global group of companies owned by the Swedish company NIBE Elements. Our products and solutions range from the humble domestic immersion heater through to more complex industrial heating applications which would employ offerings such as high power immersion heaters and process flow heaters. We offer application engineering expertise in electric heating applications into a variety of industry sectors such as the Rail, Chemical, Food & Beverage, Defense markets.

Listed Jobs

Company Name

Backer Heatrod Ltd

Job Title

Customer Care Coordinator

Job Description

**Job Title:** Customer Care Coordinator **Role Summary:** Provide first‑line customer service and after‑sales support in a manufacturing setting, handling enquiries, order processing, and issue resolution while collaborating with production, supply‑chain, and sales teams. Drive CRM adoption for accurate data and support continuous improvement of service processes. **Expectations:** - Deliver prompt, professional responses to customers via phone, email, and online channels. - Accurately process orders, returns, and exchanges in the ERP/CRM system. - Maintain high customer satisfaction through effective problem solving and clear communication. - Support sales with quotations, lead follow‑up, and account management. - Contribute to process improvement initiatives and ERP implementation. **Key Responsibilities:** - Respond to inbound customer enquiries and provide product information and basic technical support. - Enter and manage customer orders, returns, exchanges, and quotations in ERP/CRM (e.g., SAP, Oracle, Salesforce). - Coordinate with production, supply‑chain, and quality teams to ensure on‑time delivery and resolve issues. - Handle complaints, conduct root‑cause analysis, and implement corrective actions. - Maintain accurate records of interactions, transactions, and feedback. - Generate and analyze CRM data to support marketing strategy. - Monitor order status, communicate updates or delays proactively to customers. - Participate in continuous‑improvement projects aimed at service efficiency. **Required Skills:** - Proven customer service or sales‑support experience, preferably in manufacturing/industrial sectors. - Strong verbal and written communication; interpersonal skills. - Proficiency with Microsoft Office and ERP/CRM platforms (SAP, Oracle, Salesforce, etc.). - Ability to multitask, prioritize workload, and work under pressure. - Problem‑solving orientation with a proactive approach to issues. - High attention to detail and accuracy. - Team player with a positive, customer‑focused attitude. **Required Education & Certifications:** - Minimum GCSEs/A‑Levels or equivalent. - Additional relevant certifications or further education (e.g., customer service, ERP training) considered a plus. - Additional language skills are advantageous but not required.

Farnworth, United kingdom

On site

10-11-2025