Job Spec
Customer Relationship Executive
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* Full time
£28,000 - £30,000 – Wigan, WN4 9GD
Role purpose
The Customer Relationship Executive (CRE) is responsible for the day‑to‑day management of our customers ensuring orders are fulfilled accurately, service issues are resolved quickly, and customers receive consistent, reliable support. Acting as the interface between customers and operations the role is highly transactional and operational.
Key Responsibilities
Operating from our flagship HQ in Wigan, this diverse and fast‑paced role spans a wide range of responsibilities, including (but not limited to):
Customer support & operations
* Act as the “Customer’s Champion” as the primary contact for a portfolio of customers.
* Support customers with account set up, forecasting, inbound bookings,
* Proactively monitor conformance and service performance and flag issues before they escalate.
* Identify and escalated upsell opportunities and high growth scale‑up customers where applicable.
* Support period customer account reviews.
* Provide end customer response handling where required.
* Manage day‑to‑day enquiries relating to: inbound bookings – returns management – order processing and dispatch – stock discrepancies – returns and carrier exceptions – system or integration queries – billing queries.
Order & stock management
* Oversee order flow through the warehouse and carrier network.
* Liaise with warehouse teams to resolve pick, pack, and inventory issues.
Issue resolution
* Log, investigate, and resolve service issues in line with agreed service levels.
* Communicate clearly with customers on causes, fixes, and preventative actions.
* Escalate complex or repeated issues to Customer Relationship Managers when required.
Administration & reporting
* Maintain accurate customer records within the CRM.
* Support billing creation and maintain the billing environment for your customers.
* Assist with onboarding new customers including basic Fusion system training.
Success looks like
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 across your customer portfolio – Net Promoter Score (NPS)
* Low escalation rates through an increased use of our Fusion platform – Contact per order ratio (CPO)
* High retention rates – Customer lifetime value (CLTV)
* High percentage growth rates – Year on Year (YOY)
Skills & experience
* 2+ years’ experience in fulfilment, logistics, ecommerce operations in a customer support remit.
* Comfortable in managing a high volume of customers and a diverse range of requests.
* Strong attention to detail and problem‑solving skills some of which are of a technical nature.
* Confident communicator with the ability to explain customer compliance and build rapport.
* Organised, efficient, and able to work in a fast‑paced environment with a strong sense of urgency.
* Experience with WMS, order management systems, CRM platforms, and ecommerce platforms.
* A working knowledge of Cross Border trade.
* Full UK Driving License.
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 × 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 prioritises 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.
No agencies please.
Apply
Email your CV and covering letter to
careers@3p-logistics.co.uk
Let’s make ship happen
3PL HQ / Depot 1 (RDC),
Three Sisters Road,
Ashton-In-Makerfield,
Wigan,
Greater Manchester,
United Kingdom,
WN4 9GD.
+44 1942 720 077
3PL Depot 2 (TFH)
Lockett Road,
South Lancs Industrial Estate,
Ashton-in-Makerfield,
Wigan,
Greater Manchester,
WN4 8DE
+44 1942 720 077
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