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
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
• Regular social events
• Employee assistance programme to promote mental health wellbeing
• Cycle to work scheme
• Enhanced maternity and paternity pay
Job Application Requirements - We welcome your application and look forward to considering you for this role. Please note the following important requirements for all applicants:
• 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