Job Description

Why Haith?

Haith is a long-established engineering business specialising in the design and manufacture of high-quality machinery for the food, agriculture and processing sectors. We supply bespoke and standard equipment to customers across the UK and internationally, supporting industries such as fresh produce handling, grading, washing, and packing.

You'll join a collaborative, hands-on environment where engineering excellence, safety, quality and continuous improvement are genuinely valued. Working closely with experienced teams across engineering, production and operations, you'll have the opportunity to take ownership in your role, develop your skills, and contribute to a business with a strong reputation and ambitious growth plans.

Main purpose of job:

The Customer Service Administrator provides administrative and service support following the sale of our products. The role involves managing enquiries, complaints, returns, warranty claims and service issues, ensuring timely resolution and a positive experience through effective coordination with internal teams.

Key Responsibilities

Act as a primary point of contact for aftersales customer enquiries via telephone and email Manage customer queries relating to product issues, faults, repairs, replacements, returns, and warranty claims Provide clear, professional, and timely updates to customers throughout the resolution process Ensure all customer interactions are handled in line with company service standards Log and manage customer complaints accurately, ensuring all relevant information is captured Investigate issues in collaboration with Production, Quality, Engineering, and Logistics teams Coordinate corrective actions, including repairs. Escalate complex or unresolved issues in line with internal procedures Ensure appropriate documentation is completed and recorded accurately Track returned goods and warranty cases through to resolution Support root cause analysis by providing accurate data and customer feedback Work closely with Quality, Production, Engineering, and Supply Chain teams to resolve aftersales issues Communicate customer requirements, deadlines, and service expectations to internal stakeholders Support continuous improvement by sharing customer feedback and trends Maintain accurate records of all aftersales activity within internal systems (ERP / CRM) Produce reports on aftersales performance, including complaints, returns, warranty claims, and response times Ensure data is managed in line with UK GDPR and company confidentiality requirements Identify recurring issues and contribute to improvement initiatives to reduce defects and improve customer satisfaction Follow all company policies relating to quality standards, health & safety, and customer service Provide real-time updates and reporting on order status, production progress, deliveries, and service activity

Skills, Knowledge & Behaviours

Strong customer focus with the ability to manage enquiries professionally and efficiently Excellent organisational skills with strong attention to detail and accuracy Confident communicator, able to liaise effectively with customers, internal departments, and suppliers Ability to prioritise workload and manage multiple tasks in a fast-paced manufacturing environment Good understanding of order processing, scheduling, and administrative processes Competent IT skills, including experience using ERP/MRP systems, CRM systems, and Microsoft Office Calm, professional, and resilient when handling customer queries, changes, or complaints Continuous improvement mindset, looking for ways to improve service and processes

Hours of Work

Monday to Thursday: 08:00 - 17:00 Friday: 08:00 - 16:30

Qualifications & Experience

Essential

Proven experience in a customer service or administrative role within a manufacturing, engineering, or technical environment Experience processing customer orders, quotations, and delivery schedules Strong written and verbal communication skills High level of accuracy and attention to detail Ability to work effectively with production, planning, logistics, and engineering teams Competent user of Microsoft Office (Word, Excel, Outlook)
Desirable

Experience using ERP/MRP systems within a manufacturing environment Understanding of manufacturing or engineering processes and terminology Experience handling customer complaints and resolving issues professionally NVQ Level 2 or 3 in Business Administration, Customer Service, or a related discipline

Benefits

An additional paid day off to celebrate your birthday (after successful completion of probation) Regular company social events, including a summer BBQ, Christmas brunch and other team activities Access to an Employee Assistance Programme for confidential support and wellbeing advice Discounted gym memberships to support health and wellbeing Death in Service cover Free on-site parking
Job Types: Full-time, Permanent

Work Location: In person