About the job
We're looking for an Internal Account Support Team Leader to join our office-based team.
Job title: Internal Account Support Team Leader
Division: Cruise division
Contract type: Permanent
Hours: 40 hours per week
Location: Poole
What you will be doing
Team Leader is responsible for leading, coaching, motivating and managing the Internal Account Support team to deliver exceptional customer service
Duties
Part of the team offering frontline customer service for global supply of various products to the cruise ship industry whose main activities are:
* Manage customer email inbox(s) for new orders, order amendments and general enquiries, etc
* Provide a timely response to customer communications
* Handle or direct customer communications to other departments
* Enter customer orders into Towers operating system (semi-automated input and manual input)
* Revision of customer orders into Towers operating system
* Management of customer orders to varied delivery addresses (direct to ship or via consolidator) from various global warehouses
* Creation of customer/order specific documents
* Updating customers for order status (acknowledgment, revisions, shipping notices, order related documents, etc), via on-line portals or email
* Monitoring of open orders through the replenishment and fulfilment processes; recording of status and escalations of any concerns
* Updating customer pricelists for item / price changes
* Input into part obsolescence process (updates to open orders, pricelists, customer communications, etc)
* Review and input into key metrics, primarily On Time In Full (OTIF), order entry and open order management
* Liaison with colleagues from other teams to support excellent customer service and high levels of OTIF
* Input into creation/maintenance of team Standard Operating Procedures (SOP's) and team skills matrix
* Support customer visit schedule (on site and/or online)
* Any other duties related to the execution of the business as directed.
Key Skills / Experience
Knowledge and interest in providing excellent customer service
Excellent attention to detail
Order/data entry into MRP system or similar
Excellent written and verbal communication manner
Knowledge of CRM systems
Familiarisation with Spreadsheets and/or Smartsheet's
Understanding of business to business (B2B) sales for purchased or manufactured items
Awareness of 3rd Party Logistics (3PL) warehouse providers
What's in it for you
Modern open plan office
Monthly profit share bonus scheme
Free access to LinkedIn Learning
Holiday buy-back scheme
Company sick pay
Free onsite parking
Perks at Work scheme
'Tuck shop' snacks
Free lunch every Friday
Charity dress down day every Friday
Cycle to Work scheme
Complementary Birthday vouchers
Subsidised workplace massage
Eye vouchers
Employee assistance programme (EAP)
Company social and corporate events
Who we are
We are a fast paced, forward thinking cruise product solutions provider with a mission to help operators deliver unforgettable journeys. Our work improves life on board for guests and crew by streamlining the entire hotel and technical supplies lifecycle. We bring consistency, reliability and pride to every part of our partnerships, achieving more than 99 percent on-time in-full delivery across more than 30 ports and six continents across the globe.
Where you work
Our open plan office encourages teamwork and communication. You will be working in a respectful environment surrounded by people that care about you just as much as our customers. We also believe diversity is the key to a success. That means your voice will always be heard no matter your role, and there will always be the opportunity to make a big impact.
Who are you
In this role, you're someone who thrives in a fastmoving environment, bringing a blend of adaptability and cultural sensitivity to support a diverse customer base. You take a proactive approach, anticipate needs, and stay steady with real resilience when plans shift unexpectedly. You're meticulous, with strong attention to detail, and you bring genuine empathy to every interaction. Collaboration comes naturally to you, you're a true team player and you keep a strong customer focus at the heart of everything you do. Clear communication and a real passion for the industry round out your strengths, helping you deliver a smooth, positive experience for every customer you support.