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Customer Service Account Executive - Fulfilment

Employer
International Logistics Group
Location
East Grinstead
Salary
£23,160 to £26,634 per annum, depending on experience
Closing date
8 Feb 2024

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Sector
Logistics, Warehouse
Function
Customer Service
Contract Type
Permanent
Hours
Full Time

Job Details

About ILG

We're an award-winning, market-leading 3PL specialising in high-quality order fulfilment and delivery services. ILG customers are premium brands, many in the beauty, fashion and wellbeing sectors. Our mission is to help them succeed. ILG is a people business - we invest in training and development, recognising and rewarding our people's achievements and creating opportunities for them to progress within our business. So, if you want to develop an exciting career, learn from a friendly team and realise your full potential in a fast-growing company, this is the role for you.

Your Role

As a Customer Service Account Executive, you will provide front line telephone and email support to a portfolio of Fulfilment Clients, understanding their bespoke requirements and providing a high level of customer response and service. The key responsibilities of the role will include:
  • Resolving day to day queries including processing of all orders and any correspondence relating to those orders with the customer and other ILG departments
  • Utilise the client and in-house hosted ticketing system to provide updates on client queries within the agreed SLA and ensuring that all queries are actioned in line with client SLA and Standard Operating Procedures.
  • Work in close liaison with Customer Services, Warehouse Team Leaders and externally with customers to facilitate for smooth running of all contracts
  • Managing live chat, dealing with any inbound queries and passing these onto the relevant departments within agreed timeframes and being the frontline telephone/e-mail support


About You

To join the team, you'll need:
  • Previous customer service experience, working to deadlines and SLA commitments and previous financial responsibility
  • MS Office skills, particularly Excel & Outlook
  • Able to demonstrate methodical and organised ways of working particularly in relation to email management
  • Good interpersonal skills to build relationships with customers
  • Proven ability to work effectively as part of a team
  • Good standard of written and verbal communications to provide a high standard of service
  • Ability to complete work that requires a high degree of accuracy
  • Own transport essential. On occasion you'll be required to travel and work at customer sites and other work based locations in the Southeast of England, depending on the Company's business and its requirements.

Ideally, you'll have previous knowledge and experience of warehousing and distribution, but this isn't essential.

Please be aware we will be considering applications as we receive them and arranging interviews accordingly. Depending on the volume of applications we receive we may close this advert ahead of the advertised closing date.

Company

About ILG

We’re one of the UK's top delivery and fulfilment businesses. That means we store, pack, personalise, gift-wrap and distribute high-value products to consumers and retailers across the world. Our customers range from boutique start-ups to global designer and luxury businesses, mostly fashion, beauty and wellbeing brands.

Great people have always been a cornerstone of ILG. And, because we’re growing fast and coming up to our busiest time of year, we’re on the lookout for more great people to join our amazing team.

We rely on a talented and engaged workforce that’s ready to go the extra mile for our customers. In return we go further to reward our people and share our success. So, we give a voice to all our colleagues on sustainability, health and safety and other essential issues. We run ‘staff member of the month’ awards to spotlight star performers. And we have a lively social committee to ensure we play as hard as we work!

Why join ILG? Here are few good reasons…

  • We’re a fast-moving business, so no two days are the same
  • A variety of work patterns and overtime hours to suit you
  • We invest in you with ongoing training and development
  • We believe in working hard and having fun
  • Share in our business-wide supportive, ‘can do’ attitude
  • Access opportunities to progress your career internally at ILG
  • Enjoy 22 days holiday, rising to 25 days with length of service
  • Benefit from our annual salary review process
  • ‘Charity of the year’ and other fundraising opportunities
  • Annual awards ceremony and party to celebrate individual and company success

As an inclusive employer we feel our workforce should mirror the diversity of the communities we serve. So, we promote equality and welcome applications from people of all backgrounds.

Take a look at the jobs available in ILG’s warehouse, customer services and HR teams >>

Warehouse operations are at the centre of what we do. Our customers choose ILG because our attention to detail across services like order picking, embroidery, gift-wrapping, product engraving and packing adds something special to their brand. If you’re interested in doing this type of work in a clean and efficient warehouse environment, we’d love to hear from you.

Company info
Website
Telephone
0844 264 8000
Location
Logistics House
Charles Avenue
Burgess Hill
West Sussex
RH15 9TQ
United Kingdom

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