Role Profile – Client Services Executive
Reports to: Operations Manager
Purpose of the Role
The Client Services Executive will act as the primary point of contact for Lama Fulfilment's clients, ensuring queries are resolved quickly and service standards are consistently met. This is a development role with a clear progression path to Client Success Manager, offering the right candidate the opportunity to grow and take on greater responsibility over time.
Key Responsibilities
* Serve as the first point of contact for client queries via phone, email, and ticketing system.
* Work closely with warehouse and operations teams to resolve client requests in a timely manner.
* Log and track all client communication within the Customer Services platform.
* Support client onboarding by coordinating documentation, system updates, and handovers.
* Monitor order statuses, stock levels, and SLA performance; escalate issues where required.
* Assist with preparing client reports and performance updates.
* Identify recurring issues and suggest improvements to internal processes.
* Deliver consistent, clear, and professional communication to clients at all times.
Required Skills & Experience
* 1–2 years' experience in a client-facing role (customer service, account support, or similar).
* Excellent written and verbal communication skills.
* Strong organisational and multitasking abilities.
* Confidence working with internal teams to resolve issues.
* Comfortable using software tools such as CRM, OMS/WMS, and Microsoft Office.
* Proactive, resourceful, and eager to learn.
Personal Attributes
* Client-first attitude with a positive, problem-solving mindset.
* Calm, professional, and resilient under pressure.
* Detail-oriented and dependable.
* Collaborative team player with ambition to grow into a Client Success Manager role.
Job Types: Full-time, Permanent
Pay: £24,420.00-£26,500.00 per year
Benefits:
* Casual dress
* Company pension
* Free parking
* On-site parking
Work Location: In person