Customer Service & Systems Coordinator

Customer Service Bury full time £30,000 - £35,000

About the role

Fulfillable is a growing third-party logistics (3PL) provider. As we scale, we're evolving how we support our clients - combining responsive customer service with smarter, more automated systems behind the scenes. This is a genuinely mixed role, and that's the point. Part of your time is frontline: handling client and customer queries quickly and well, keeping people informed, and being the friendly, reliable point of contact people trust. The rest is systems: setting up and improving our support automations, wiring our platforms together, and being the go-to person for day-to-day configuration across our tools. It suits someone early in their career who's technically curious - comfortable in support software, happy to get into the detail of integrations and automations, but equally at home dealing with a customer query. You won't be writing software from scratch, but you'll be the person who makes our systems work harder and joins them up. The exact balance between the two sides will flex with the needs of the business and where your strengths lie.

Customer service

• Own frontline queries - respond to client and customer questions promptly and professionally via our helpdesk, keeping everyone updated through to resolution.
• Manage the helpdesk - triage, prioritise, and route tickets; keep response and resolution times on track, especially through busy periods.
• Handle order and returns queries - track shipments, resolve delivery and returns issues, and coordinate with the warehouse teams where needed.
• Be the client's reliable contact - build trust with clients through clear, calm, helpful communication.
• Spot and flag patterns - notice recurring issues and feed them back so we can fix root causes, not just symptoms.

Systems & automation

• Build and improve support automation - set up and maintain chatbot flows and automations in our helpdesk to handle routine queries and free up human time.
• Support integrations - help connect and troubleshoot the flow of data between our platforms - order management, warehouse, finance, and our in-house tech.
• Work with APIs at a practical level - configure, test, and troubleshoot integrations and connections (you won't be building systems, but you'll understand how they talk to each other).
• Be the day-to-day systems go-to - handle routine configuration, reporting, and admin across our tools so it doesn't bottleneck elsewhere.
• Help us scale - identify where manual work could be automated or simplified, and help make it happen - particularly ahead of peak.

The tools you'll work with

Our stack includes a helpdesk platform (Zendesk), our warehouse and order-management systems (Mintsoft and ShipHero), finance software (Xero), and our own in-house tech that runs much of the operation. Experience with any of these is a plus; a willingness to learn all of them is essential.

What you'll need

• Strong communication - clear, friendly, and professional in writing and on the phone.
• A genuine interest in systems - you like figuring out how software works and making it do more.
• Comfort with technical detail - confident learning new platforms, setting up automations, and getting into integration and configuration work.
• Organisation under pressure - able to juggle live queries and systems tasks, and keep customer service covered when things get busy.
• A problem-solving mindset - you dig into the cause rather than just clearing the symptom.
• Reliability and ownership - you follow things through and take responsibility for your area.

Nice to have

• Experience in a customer service, support, or helpdesk role.
• Hands-on experience with helpdesk automation or chatbot tools (e.g. Zendesk).
• Exposure to APIs, integrations, or tools like Zapier / Make / n8n.
• Experience in logistics, e-commerce, fulfilment, or a 3PL.
• Familiarity with any of our platforms (Mintsoft, ShipHero, Xero, Zendesk).

Where it can go

This role is deliberately broad because we're growing and we want someone who'll grow with us. Depending on where your strengths take you, it can develop toward operations and systems, deeper technical work, or wider client support. We'd rather hire someone with the right aptitude and attitude and build the role around them than force a fixed mould.