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- Tasks: Support Fulfilment Clients via phone and email, resolving queries and processing orders.
- Company: Join ILG, a leading 3PL known for premium order fulfilment in beauty, fashion, and wellbeing.
- Benefits: Enjoy hybrid working options, a bonus scheme, health perks, and 22+ days holiday.
- Why this job: Be part of a friendly team, develop your career, and make an impact in a fast-growing company.
- Qualifications: Customer service experience, MS Office skills, and good communication are essential.
- Other info: Own transport required for occasional travel; must have the right to work in the UK.
The predicted salary is between 30000 - 42000 £ per year.
Overview
Join to apply for the Customer Service Account Executive – Fulfilment role at ILG (International Logistics Group Ltd).
About us
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.
The 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
- Utilising 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
- Working closely with Customer Services, Warehouse Team Leaders and externally with customers to facilitate the 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
What we are looking for
- Previous knowledge and experience of warehousing and distribution (desirable)
- 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
- Discretionary company bonus scheme
- Following successful probation period opportunity for hybrid working in line with ILG policy up to 50/50 remote / office working
- Pension, Life Assurance, Healthshield Cash Plan and Discount Perks
- 22 days holiday (plus Bank Holidays) increasing to 25 days after 2 complete holiday years, with the option to buy/sell holiday
- Free on-site parking, with electric car charging at certain locations
- Range of employee awards
- Employee assistance programme to promote mental health wellbeing
- Cycle to work scheme
- Enhanced maternity and paternity pay
Job application requirements
- Right to Work in the UK & Basic DBS Check – You must have the legal right to work in the UK, (we are not able to sponsor you). If successful, you will also need to pass a Basic Disclosure and Barring Service (DBS) check before starting employment. We use a third-party checking service for each of these, so you will need to provide them with relevant information if offered a role with us.
- References – We reserve the right to request two or more references, to cover the past five years of your employment history. Please ensure you can provide accurate contact details for each of your referees.
- English Language – You must be able to work in English; enough to fully understand spoken and written work instructions, follow health and safety guidance and participate in discussions with your manager or colleagues.
If you meet the role requirements, as well as the above, and are ready to take the next step in your career, we encourage you to apply.
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.
For more information about our company or employee benefits please visit https://www.ilguk.com/about-us/
Pay information
This range is provided by ILG (International Logistics Group Ltd). Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Seniority level
- Associate
Employment type
- Full-time
Job function
- Customer Service
- Industries: Transportation, Logistics, Supply Chain and Storage
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Customer Service Account Executive - Fulfilment employer: ILG (International Logistics Group Ltd)
Contact Detail:
ILG (International Logistics Group Ltd) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Account Executive - Fulfilment
✨Tip Number 1
Familiarise yourself with the logistics and fulfilment industry, especially focusing on warehousing and distribution. Understanding the specific challenges and processes in this sector will help you stand out during interviews.
✨Tip Number 2
Brush up on your customer service skills by practising common scenarios you might encounter in this role. Role-playing with a friend or family member can help you articulate your responses clearly and confidently.
✨Tip Number 3
Make sure to highlight your experience with MS Office, particularly Excel and Outlook, as these tools are essential for managing client queries and communications effectively.
✨Tip Number 4
Network with current or former employees of ILG through platforms like LinkedIn. They can provide valuable insights into the company culture and expectations, which can be beneficial during your interview.
We think you need these skills to ace Customer Service Account Executive - Fulfilment
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant customer service experience and any knowledge of warehousing and distribution. Use keywords from the job description to demonstrate that you meet the specific requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your interpersonal skills and ability to work under deadlines. Mention your enthusiasm for the role and how your previous experiences align with ILG's mission and values.
Showcase Communication Skills: In your application, emphasise your written and verbal communication skills. Provide examples of how you've successfully resolved customer queries in the past, as this is crucial for the Customer Service Account Executive role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is essential for the role.
How to prepare for a job interview at ILG (International Logistics Group Ltd)
✨Research the Company
Before your interview, take some time to learn about ILG and its services. Understanding their mission and values will help you align your answers with what they are looking for in a candidate.
✨Showcase Your Customer Service Skills
Prepare examples from your previous experience that demonstrate your ability to handle customer queries effectively. Highlight any specific situations where you resolved issues or improved customer satisfaction.
✨Familiarise Yourself with SLAs
Since the role involves working to Service Level Agreements (SLAs), be ready to discuss your understanding of SLAs and how you have adhered to them in past roles. This shows you can manage expectations and deliver results.
✨Demonstrate Teamwork
ILG values collaboration, so be prepared to talk about your experiences working in teams. Share how you contributed to team success and how you communicate with colleagues to ensure smooth operations.
