Customer Relationship Executive

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.

Operating from our flagship HQ in Wigan, this diverse and fast-paced role spans a wide range of responsibilities, including (but not limited to):

• 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 elevate
• Identify and upscale upsell opportunities and high growth scale up customer 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 despatch – Stock discrepancies – Returns and carrier exceptions – System or integration queries – Billing queries.
• Oversee order flow through the warehouse and carrier network
• Liaise with warehouse teams to resolve pick, pack, and inventory issues
• 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

• Maintain accurate customer records within the CRM
• Support billing creation and maintain the billing environment for your customers
• Assist with onboarding new customers inc basic Fusion system training

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)

• 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

• 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 x 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…