Customer Service / Account Manager

FulfilX; Manchester; Hybrid; GBP 28,000 - 42,000; Full time

Job summary

FULFIL.X in Manchester is seeking an organised Account Manager / Customer Service Executive to manage client queries, coordinate courier and logistics with the warehouse team, and provide internal reporting.

You will be the main contact for clients across channels, maintain CRM, onboard new clients, build reports, and support operations during busy periods; there may be other areas as the business grows.

Qualifications

• Excellent written and verbal communication skills.
• High attention to detail and strong organisational skills.
• Confident using CRM systems and multiple communication channels.
• A proactive problem solver who works well with different teams.
• Comfortable being visible on camera for occasional social media content.
• Willingness to support warehouse operations when required.
• Previous experience in account management, customer service, or a similar client facing role is beneficial but not essential.

Responsibilities

• Respond to customer queries across email, WhatsApp, Slack, phone, and CRM in a timely and professional manner.
• Keep the CRM fully updated with accurate client and case information.
• Work closely with the warehouse team to solve operational problems and resolve queries efficiently.
• Lead client onboarding, guiding new clients through the full onboarding process.
• Manage courier partner relationships, including raising and logging cases for lost or delayed shipments.
• Produce regular reporting and forecasting for the operations team and leadership.
• Report progress and issues directly to the Operations Manager and CEO.
• Support the warehouse team on occasion, including during busy periods, as business needs require.
• Take part in and contribute to social media video content when needed.
• Stay flexible as the business grows. As we scale, you may be asked to get involved in other areas of the business beyond the responsibilities listed above.

Skills

Communication

CRM proficiency

Organisational skills

Problem solving

Onboarding

Social media content

Team collaboration

Tools

CRM systems

Job description

We are looking for an organised and proactive Account Manager / Customer Service Executive to join our team at FULFIL.X. This is a varied, hands on role covering client communication, courier and logistics coordination, and internal reporting. You will be the main point of contact for client queries and will work closely with our warehouse team to solve problems quickly and keep operations running smoothly.

• Respond to customer queries across email, WhatsApp, Slack, phone, and CRM in a timely and professional manner
• Keep the CRM fully updated with accurate client and case information
• Work closely with the warehouse team to solve operational problems and resolve queries efficiently
• Lead client onboarding, guiding new clients through the full onboarding process
• Manage courier partner relationships, including raising and logging cases for lost or delayed shipments
• Produce regular reporting and forecasting for the operations team and leadership
• Report progress and issues directly to the Operations Manager and CEO
• Support the warehouse team on occasion, including during busy periods, as business needs require
• Take part in and contribute to social media video content when needed
• Stay flexible as the business grows. As we scale, you may be asked to get involved in other areas of the business beyond the responsibilities listed above

What We Are Looking For

• Excellent written and verbal communication skills
• High attention to detail and strong organisational skills
• Confident using CRM systems and multiple communication channels
• A proactive problem solver who works well with different teams
• Comfortable being visible on camera for occasional social media content
• Willingness to support warehouse operations when required
• Previous experience in account management, customer service, or a similar client facing role is beneficial but not essential