About the Role
World Heat Cylinders Ltd is looking to recruit a Sales Administrator / Order Support Coordinator to support our growing sales and operations team from our site in Dukinfield.
This is a key administrative and coordination role within the business, supporting the smooth handling of customer enquiries, domestic orders, delivery updates, returns, NCRs, warranty claims, CRM management and internal communication.
The role is designed to help improve organisation across the sales and order process, while allowing the internal sales team to focus on enquiries, quotations, customer relationships and new business opportunities.
You will work closely with the Business Development Manager, National Sales Manager, Technical Sales team, Quality, Accounts, Production and our domestic manufacturing team.
This is not a technical sales role. However, it is an important support role that will help improve customer service, internal communication and the flow of work from enquiry through to order, delivery and aftercare.
Key Responsibilities
Phone and Enquiry Support
You will help manage incoming calls and make sure customers are directed to the correct person or department.
This will include:
Answering incoming calls in a professional and helpful manner.
Directing domestic enquiries to the appropriate sales contact.
Advising new commercial enquiries to be sent to the sales inbox with all relevant information, drawings or specifications.
Passing technical customer queries to an available sales or technical team member.
Routing NCR, returns and warranty queries into the correct internal process.
Taking clear messages and ensuring follow-up actions are passed on properly.
Helping reduce unnecessary interruptions to the internal sales team where the query is administrative or can be routed correctly.
Domestic Order and Delivery Support
You will support the administration and coordination of domestic orders and delivery communication.
This will include:
Supporting domestic order processing once the order information has been received and confirmed.
Liaising with Accounts regarding credit facilities, proforma payments and account status.
Checking order details, customer purchase order information, quantities and delivery requirements.
Liaising internally regarding domestic production and delivery dates.
Confirming agreed delivery dates with customers where required.
Supporting domestic paperwork, order updates and customer communication.
Helping ensure domestic orders are recorded and followed through correctly.
NCR, Returns and Warranty Administration
You will help coordinate the process around customer returns, complaints, NCRs and warranty claims.
This will include:
Explaining the returns, NCR and warranty process to customers clearly and consistently.
Requesting photos, videos, order details and any required supporting information.
Sending out returns questionnaires where applicable.
Helping arrange collections where products or parts need to come back for inspection or testing.
Logging and tracking open NCRs, warranty claims and returns.
Liaising with Quality, Sales, Production and other internal teams.
Helping ensure customers are kept updated throughout the process.
Recording the outcome of reviews, including whether credit is approved, rejected or whether the issue is confirmed as a non-manufacturing fault.
OEM, Partner and Key Account Support
You will also provide administrative support for OEM, partner and key account activity, including orders, returns, warranty claims and spare parts.
This will include:
Supporting the administration of agreed OEM, partner and key account orders.
Maintaining accurate records of orders, warranty claims, parts requirements and customer communications.
Helping process repeat or agreed order requirements once the specification and commercial details are confirmed.
Tracking parts, returns and warranty requests through the correct internal process.
Escalating any technical, pricing, specification or non-standard queries to the relevant sales or technical owner.
Supporting the business as new OEM, partner and key account opportunities are added.
CRM and General Administration
You will help improve the accuracy and visibility of our CRM and internal records.
This will include:
Auditing and updating CRM records where required.
Checking opportunities, customer details, values, notes and statuses.
Chasing missing information from the relevant internal owner.
Supporting the sales team with filing and document control.
Helping maintain order trackers and schedules.
Supporting meeting room bookings and general internal coordination.
Carrying out general administrative tasks to support the wider sales and operations team.
What We Are Looking For
We are looking for someone organised, reliable and confident when dealing with both customers and internal teams.
The ideal candidate will have:
Strong administration skills.
Good attention to detail.
A confident and professional telephone manner.
Good written communication skills.
The ability to organise and prioritise workload.
Confidence chasing information from customers and colleagues.
A proactive approach to problem solving.
Experience using CRM, Sage or similar systems would be beneficial.
Experience in manufacturing, sales administration, order processing or customer service would be an advantage.
What This Role Is Not
This role does not involve producing technical quotations, selecting product specifications, approving drawings, agreeing pricing or making technical decisions.
Technical, pricing or specification queries will be passed to the relevant sales or technical person.
Why Join World Heat Cylinders?
World Heat Cylinders is a growing UK manufacturer based in Greater Manchester, supplying domestic, commercial and pre-plumbed hot water cylinders and buffer vessels across the UK.
This is a great opportunity to join a busy, growing business in a role that will have a direct impact on customer service, internal organisation and the smooth running of the sales and order process.
You will be joining a practical, hands-on business where good organisation, clear communication and reliability make a real difference every day.
How to Apply
To apply, please send your CV and a short covering note outlining your experience and suitability for the role.
Pay: £25,000.00-£33,000.00 per year
Experience:
- Administration: 5 years (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
