About Us:
At First GB Logistics we are a dynamic and growing third-party logistics (3PL) provider specialising in warehousing and distribution for clients across the apparel, accessories, and consumer goods sectors. Based in Swansea, we manage a range of fulfilment operations including B2B and D2C order processing, pallet storage, returns handling, and value-added services.
Role Overview:
As a Client Controller, you will act as the key point of contact for our portfolio of clients, ensuring their accounts are professionally managed, and their day-to-day operational needs are met. You will work closely with warehouse teams, customer service, and management to ensure smooth and timely fulfilment, using our Warehouse Management System (WMS), email communications, and internal systems to monitor performance, investigate issues, and deliver excellent service.
This is an office-based role and ideal for someone with experience in logistics, client services, or warehouse account management.
Key Responsibilities:
* Client Account Management:
Serve as the primary contact for assigned client accounts, handling queries, updates, and service requirements.
* WMS & System Monitoring:
Use the Warehouse Management System to track stock levels, order progress, returns, and performance KPIs. Generate and interpret client reports as needed.
* Order & Issue Management:
Monitor order flows, flag discrepancies, and coordinate resolution of service issues between the warehouse and the client.
* Service Excellence:
Ensure that SLAs and client expectations are consistently met or exceeded. Proactively manage communication to avoid escalations.
* Email & Communication Management:
Handle daily client correspondence via email and other platforms, ensuring timely and professional responses.
* Internal Coordination:
Liaise with the warehouse, packing, returns, and transport teams to ensure client needs are clearly communicated and fulfilled.
* Reporting & Analysis:
Prepare client reports on KPIs, inventory status, and service issues. Highlight trends and recommend improvements.
* Continuous Improvement:
Identify inefficiencies or recurring issues in service delivery and work with management to drive improvement.
Key Skills & Experience:
* Experience in a similar client-facing or account management role within logistics, warehousing, or 3PL.
* Strong understanding of Warehouse Management Systems (WMS); experience with systems
* Proficient with MS Office (especially Excel, Outlook).
* Excellent written and verbal communication skills.
* Strong attention to detail and ability to manage multiple priorities.
* Problem-solving mindset and a customer-first attitude.
* Ability to work collaboratively with internal teams and build strong client relationships.
Desirable:
* Experience with eCommerce or retail logistics (B2B/B2C fulfilment).
* Knowledge of returns processing, rework, or kitting/bundling.
* Prior experience working within an ISO or Health & Safety regulated environment.
Job Type: Full-time
Pay: £12.21 per hour
Expected hours: 40 per week
Benefits:
* Company pension
Ability to commute/relocate:
* Swansea: reliably commute or plan to relocate before starting work (required)
Education:
* GCSE or equivalent (preferred)
Experience:
* Administrative: 1 year (preferred)
Licence/Certification:
* Driving Licence (preferred)
Work Location: In person
Reference ID: FGB1105