Senior Logistic Coordinator in Northampton

An award-winning, market-leading 3PL (third party logistics provider) ILG specialises in high-quality order fulfilment and delivery services. Our customers are premium brands, many in the beauty, fashion and wellbeing sectors. Our mission is to help them succeed. We are a people business, investing in training and development, recognising and rewarding our people’s achievements and creating opportunities for them to progress within our business. 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 involves overseeing the daily operations of client logistics services and acting as the first point of escalation for Logistics Coordinators. The role requires hands-on operational support and some leadership responsibilities to enhance client satisfaction and team performance.

Key Responsibilities:

• Act as the first point of escalation for Client Logistics Coordinators, resolving complex client issues efficiently and professionally.
• Provide day-to-day support, coaching, and guidance to Client Logistics Coordinators to ensure consistent service quality and professional development.
• Proactively work towards first-time resolution of client issues, identifying root causes and implementing preventative measures.
• Maintain strong relationships with all clients, ensuring their operational needs are met and exceeded.
• Monitor and manage service delivery across multiple client accounts, ensuring adherence to SLAs and internal standards.
• Where agreed with clients, provide weekly operational KPIs.
• Collaborate with internal departments including warehouse, transport, and IT to resolve issues and improve service coordination.
• Analyse service data and client feedback to identify trends and recommend improvements.
• Support the onboarding and training of new team members and clients.
• Contribute to service review meetings with clients, along with the Strategic Account Management team.
• Assist in the development and implementation of new procedures to enhance operational efficiency and client satisfaction.
• Ensure all communications, both internal and external, are timely, professional, and aligned with company values.

What we are looking for:

• Proven experience in logistics, fulfilment, client operations or other client-facing roles.
• Strong problem-solving skills with a proactive and analytical mindset.
• Excellent communication and interpersonal skills, with the ability to guide and support others.
• Proficient in using bespoke systems, CRM and ticketing systems.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience in identifying and implementing process improvements.
• Collaborative team player with a client-centric approach.

Benefits:

• 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.
• Birthday leave.
• 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 leave.

Job Application Requirements:

• Right to Work in the UK & Basic DBS Check – You must have the legal right to work in the UK. If successful, you will also need to pass a Basic Disclosure and Barring Service (DBS) check before starting employment.
• References - We reserve the right to request two or more references, to cover the past five years of your employment history.
• 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.

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.