Refractory Operations Lead

Facultatieve Technologies is a leading provider of cremation and incineration technologies, delivering innovative and environmentally responsible solutions to clients globally. With a reputation for excellence and a commitment to sustainability, we support industries and communities with cutting-edge engineering and service expertise. Our head office is based in Leeds, UK, and we ship to and service clients in over 10 countries, including France, America, Germany, Italy, and Spain.

As a Refractory Operations Lead, you will be the first point of contact for our customers, ensuring seamless communication and exceptional service. You will handle customer inquiries, provide quotations, manage orders, and liaise with internal teams to meet customer requirements. Your role is crucial in strengthening customer relationships and supporting our sales, production, and technical teams.

What You’ll Do

• Customer Support
  • Act as the primary contact for customer inquiries, including product information, pricing, and order status.
  • Address and resolve customer concerns professionally and efficiently.
  • Relay technical information between customers and internal engineering teams.
• Order Management
  • Process and track customer orders with accuracy, ensuring timely delivery.
  • Coordinate with service department colleagues, production, logistics, and supply chain teams to meet customer delivery requirements.
  • Maintain up-to-date records of customer interactions and orders in CRM/ERP systems.
• Technical Liaison
  • Develop knowledge of manufacturing techniques to better support customers.
  • Work closely with engineering teams to provide accurate technical solutions.
  • Interpret customer requirements and effectively communicate them to internal teams for customised orders or troubleshooting.
• Relationship Management
  • Build and maintain strong relationships with customers, fostering loyalty and repeat business.
  • Keep customers informed about new products, services, and process updates.
• Reporting & Analysis
  • Generate reports on customer satisfaction, order trends, and support ticket resolutions.
  • Monitor financial performance of individual orders, identifying those not achieving targeted margins and recommending improvements.
  • Identify recurring customer issues and suggest process or product enhancements.

What We’re Looking For

• 2+ years of experience in a customer service role, ideally within engineering or manufacturing.
• Familiarity with engineering and manufacturing processes is highly preferred.
• Proficiency in CRM/ERP systems (e.g., SAP, Salesforce).
• Strong computer skills, including Microsoft Office (Excel, Word, Outlook).
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to multitask and thrive in a fast-paced environment.
• Attention to detail with a commitment to delivering high-quality service.
• Additional language skills are advantageous.

What We Offer:

• Cycle to Work Scheme
• Extra Day Off for Your Birthday
• Competitive Holiday Allowance
• Life Assurance (6x Salary)
• Employee Assistance Programme
• Sustainability Commitment – Work for a company dedicated to environmentally responsible practices
• Festive December Shutdown

We actively celebrate diversity & inclusion across the Facultatieve Technologies group. We embrace individuals’ contributions to our business, regardless of their age, gender, race, ethnicity, disability, sexual orientation, social background, religion or belief. We wholeheartedly believe that having a diverse and inclusive culture throughout the business is vital for our future successes.