Account Manager / Customer Service Executive (3PL Fulfilment)

About FULFIL.X

FULFIL.X is a fast\-growing UK 3PL fulfilment company working with ambitious e\-commerce brands, especially in beauty, skincare, health and supplements. We run a 55,000 sq ft warehouse in Oldham and have partner warehouses in the UK, USA, UAE, Australia and Europe. We dispatch the same day for orders placed before 2PM and we aim to reply to clients in two minutes. Our account team is the reason our clients stay with us.

About the Role

We're looking for an organised, proactive Account Manager who already knows how fulfilment works. You'll be the main contact for our clients. That means handling their queries, running onboarding, dealing with couriers and working closely with our warehouse team to fix problems quickly. You'll report directly to our Operations Manager and CEO.

Key Responsibilities

• Reply to client queries quickly and professionally by email, WhatsApp, Slack, phone and CRM


• Keep the CRM accurate and up to date with client and case information


• Work with the warehouse team to solve operational problems and resolve issues


• Lead client onboarding from start to finish


• Manage courier relationships, including raising and tracking claims for lost or delayed shipments


• Produce regular reports and forecasts for the operations team and leadership


• Report progress and issues to the Operations Manager and CEO


• Help out on the warehouse floor during busy periods when needed


• Take on new responsibilities as the business grows

• Previous experience in a fulfilment, 3PL, warehousing or logistics environment


• Previous experience in account management, customer service or another client\-facing role


• A good understanding of order fulfilment, including picking and packing, stock, couriers, returns and delivery issues


• Excellent written and verbal communication skills


• Strong attention to detail and good organisation


• Confident using CRM systems and handling several communication channels at once


• A proactive problem solver who works well with different teams


• Happy to support warehouse operations when required

• Experience with a WMS (warehouse management system) or e\-commerce platforms such as Shopify


• Experience dealing with courier claims and carrier account management


• Comfortable appearing on camera for occasional social media content

• £25,000 per year


• 28 days' paid holiday, including bank holidays


• Your birthday off


• A hands\-on role in a growing business where you'll be noticed and can progress


• Direct access to leadership

Benefits:

• Casual dress


• Free parking


• On\-site parking

• Account management: 2 years (required)


• Warehouse: 2 years (required)

• English (required)

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