Customer Relationship Executive

3P Logistics; United Kingdom; Remote; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Annual leave

Pension

Medicash wellbeing

Life Assurance

Discount platform

Free onsite parking

Career growth

Team culture

Job summary

3P Logistics is seeking a Customer Relationship Executive to manage day-to-day customer needs, resolve issues promptly, and ensure accurate order fulfilment from our Wigan HQ. You will bridge customers with operations, handling bookings, billing inquiries, and performance monitoring to uphold service levels.

The role requires experience in fulfilment/logistics, strong communication, and the ability to manage multiple accounts in a fast-paced environment.

Qualifications

• 2+ years’ experience in fulfilment, logistics or ecommerce operations in a customer support remit.

Responsibilities

• Act as the primary contact for a portfolio of customers.
• Support customers with account setup, forecasting and bookings.
• Monitor conformance and service performance and flag issues early.
• Identify and upscale upsell opportunities and high growth scale-up customers where applicable.
• Oversee order flow through the warehouse and carrier network.
• Log, investigate and resolve service issues in line with SLAs.
• Maintain accurate customer records within the CRM.
• Assist with onboarding new customers and basic Fusion system training.

Skills

Fulfilment & logistics

High volume handling

Attention to detail

Problem solving

Communication

Organisational skills

Driving license

Tools

WMS

Order management systems

CRM platforms

Ecommerce platforms

Job description

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 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

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 inc 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 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 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 prioritizes 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.

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.

3PL HQ / Depot 1 (RDC),
Three Sisters Road,
Ashton-In-Makerfield,
Wigan,
Greater Manchester,
United Kingdom,
WN4 9GD.

3PL is the trading name of ‘3P Logistics Limited’, a business registered in England and Wales (05876788) at the registered offices of Three Sisters Road, Ashton-In-Makerfield, Wigan, United Kingdom, WN4 9GD. VAT number: GB 889661942.