Are you a Customer Services Executive looking to increase your skill-set? Want to play an important role in a successful company’s operations?

If so, we’d love to hear from you.

About Us:

We’re ILG (International Logistics Group). We’re an independent fulfilment, warehousing and logistics provider with over 25 years’ experience and market-leading status.

Due to growth, diversification and expansion in the scope of our operations, we’re looking for a Customer Services Executive to provide a helpful, friendly and professional service to our Delivery customers.

The Benefits:

- Salary of £21,849 to £25,126 per annum depending on experience
- Pension, childcare vouchers and life assurance
- On-site parking
- A dedicated platform for learning and development
- Staff member of the month awards
- Employee assistance programme
- Staff introduction scheme
- 22 days’ holiday

Every day our people work hard to make our customers more successful and in return, we work hard to make our employees more successful. We invest in their training and development, recognise and reward their achievements and create opportunities to progress within our business.

So, if you want to develop your skills, experience and learn from a friendly team and realise your full potential in a fast-moving industry, this is the role for you.

The Role:

As a Customer Services Executive, you’ll provide frontline telephone and email support to a portfolio of our Delivery customers. The team are responsible for handling queries all with unique requirements, and deal with high volumes of calls and emails each day. These can range from ordering labels and packaging for our customers, providing customs clearance advice, or advising on the best shipping methods to a particular destination. The role will often require thinking outside the box and problem solving to find the best solution for our customers.

Providing a high-quality service, you will:

• Operate front line telephone and email support to customers
• Ensure that all queries are actioned in line with client SLA and Standard Operating Procedures
• Take full ownership of queries from the point of first contact through to resolution, using the appropriate escalation channels where appropriate
• Responsible for communicating any issues/information that may impact the delivery of service
• Carry out thorough investigations and accurately process claims and credit notes where necessary
• Provide proactive exception management, keeping the customer fully informed of any issues affecting their delivery
• Book and track 3rd party collections, imports and pallet shipments
• Liaise with colleagues across the business and our carrier partners to identify and resolve problems
• Ensure all customer correspondence is correctly noted on in house systems
• Assist customers with troubleshooting online booking errors

About You:

To join the team, you’ll need:

• Previous knowledge and experience of logistics (desirable)
• Previous client servicing experience, working to deadlines and SLA commitments
• Confident telephone manner
• MS Office skills, particularly Excel & Outlook
• Proven track record of managing large volumes of queries, both inbound and outbound
• Able to demonstrate methodical and organised ways of working particularly in relation to email management
• Good interpersonal skills to build relationships with clients
• Ability to deal with client complaints professionally and efficiently
• Proven ability to work effectively as part of a team
• Good standard of written and verbal communications to provide a high standard of service
• Ability to complete work that requires a high degree of accuracy
• Proven record of taking full ownership of workload through to completion

We’re eager to hear from you if you’ve worked as a Customer Service Executive, Customer Service Rep, Customer Care Representative, Customer Service Agent, Sales Order Processor, Customer Support Administrator, or Customer Support Executive.