Overview
To proactively manage and nurture customer relationships, ensuring exceptional service delivery and customer satisfaction. The role is focused on retaining and growing existing business by acting as the primary point of contact for customers, addressing their needs, and ensuring seamless collaboration between internal teams, including Customer Services, Warehouse Operations, and Technical support.
The Customer Relationship Executive plays a critical role in understanding customer requirements, identifying opportunities for growth, and ensuring the delivery of a high-quality customer experience. Working closely with your Customer Relationship Manager, Sales, and Operations team, the role is key to driving service excellence, customer retention, and long-term commercial success.
Primary Outputs
The CRE function provides the daily interface between the customer and the company. Done well we should expect to see the following outputs
* High levels of customer satisfaction (NPS)
* Customer referrals
* Customer testimonials
Key Responsibilities
The role is varied and the duties below are not exhaustive.
* Act as the “Customer’s Champion” in overseeing daily service excellence
* Account planning and development
* Timely and accurate responses to all aspects of customer contact
* Weekly invoicing and a first line responder for billing queries
* Liaise closely with sales, operations and tech to rectify any issues in a timely manner.
* Production of “on demand” service data
* Monitor trading to profile and demand forecasting
* Support SCRM/CRM with onboarding and offboarding
* Trouble shoot and problem-solve including managing and communicating Non-Compliance
* Ensure all service failures, operational discrepancies, and customer complaints are documented as NCR’s.
* Subject to account type, consumer service support (Response Handling) may be required.
Person Specification
As a customer centric team player, you’ll be high organised and possess exceptional relationship expertise, combined with a service excellence mindset. You’ll have proven experience in problem solving and instilling continuous improvement initiatives into your daily routine. As a competent customer services professional in a fast-paced environment you will carry a minimum of 2 years’ experience in a similar role and possess a sound understanding of the following aspects:
Education and Experience
* 2+ year’s work experience in a similar customer-facing role preferably within third party logistics or ecommerce environment.
* Possess a working knowledge of Third-Party Logistics
* Excellent interpersonal skills – building trust, collaboration and networking
* Planning and time management – Organising and prioritising daily tasks and escalations
* A working knowledge of Cross Border trade.
* Full UK Driving License
Skills and Knowledge
* Good interpersonal and communication skills (both verbal and written).
* Relationship building skills
* Ability to work under own initiative, and self-motivated
* High level of competence in use of Microsoft Office products
* Proficiency in MS Office and other business tools such as HubSpot & Power BI
* Commercially aware with good analytical and problem-solving skills.
* High-level product understanding including how it solves different customer pains
* Conflict resolution and complaints handling
What we Offer
* Remuneration: A competitive salary, and pension contribution (dependent on experience and your geographic market benchmark), and plenty of opportunities to grow from there.
* Annual Leave: 33 days of paid annual leave including public holidays, plus your birthday on us subject to a qualifying period. We want you top of your game and that means rest.
* Wellbeing: Our Medicash program includes GP anytime, cashback for prescriptions, optical, dental etc. In addition fresh fruit weekly and refreshments are provided.
* Life Assurance: Death in service cover at 4 x annual salary subject to qualifying period.
* Perks: Our Bright HR benefits platform offers a variety of discounts across wellbeing and lifestyle. In addition, you get to access a range of exclusive discount codes from some of the fantastic retail brands we work with.
* Facilities: Free onsite parking and access to fantastic welfare facilities.
* Growth and development: From day one, our investment in your learning, development, and career progression is a top priority. And with the rate we are growing at, there are plenty of long-term career opportunities where talent is identified.
* A team that feels like family: You will be joining a fun, supportive team that prioritizes high autonomy, and collaboration primarily. We also host regular team social events.
* Culture & engagement: Our approach to culture encourages transparency, ownership, and honesty. We have no room for toxicity, bureaucracy, and micro-management, here at 3PL.
Our Story
From its inception in 2006, our founding vision was to build a company that specialised in providing fulfilment & delivery support to aspiring retail brands offering exceptional quality of service and value for money. In realising such a vision, the customer would be at the heart of everything and would enjoy a service experience that was second to none. To that end 3P Logistics (3PL) was born.
Today, the company that began as a 2 head 10,000 sq. ft operation has now become one of the fastest growing privately owned fulfilment businesses in the UK with a prestigious reputation underpinned by great relationships and value for money. As a fully integrated 3PL the Company also provides an extensive range of valued added support functions that further complements its award-winning offering.
Next Steps
If you believe you have the personality, the experience, the skills, and the determination to succeed send us your CV to start your journey towards joining a winning team and together we will MAKE SHIP HAPPEN!
Please note due to the large volume of applications we receive for these roles, if we have not contacted you within 21 days then, unfortunately, your application hasn’t been successful, however, we may contact you regarding other roles and we wish you all the best in your job search.
Three Sisters Road,
Ashton-In-Makerfield,
Wigan,
Greater Manchester,
United Kingdom,
WN4 9GD.
#J-18808-Ljbffr