Internal Account Support

Tower-Supplies; Poole; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Profit sharing

Sick pay

Free onsite parking

Free lunch Fridays

Dress-down Fridays

Massage subsidy

Employee assistance programme

Social events

Cycle to work

LinkedIn Learning access

Job summary

Hollybank Trustees Ltd. seeks an experienced Internal Account Support to join our office-based Cruise division in Poole. You will own customer order management, respond to delivery queries, and work with SMEs to resolve product-related issues.

The role requires strong Excel and CRM/ERP navigation, professional phone manner, and the ability to coordinate across departments to ensure on-time fulfillment.

Qualifications

• Understanding of order receipt and order processing from start to finish.
• Good Excel skills and data handling.
• Strong communication with customers and internal teams.

Responsibilities

• Manage customer orders end-to-end and ensure timely processing.
• Respond to delivery issues and customer inquiries within agreed timeframes.
• Collaborate with SMEs to resolve product and order-related issues.
• Handle phone inquiries professionally and capture customer requirements.
• Maintain accurate inbox with timely responses to prevent delays or lost queries.
• Coordinate and prioritize workload across departments.
• Assist with goods in and stock control at 3PL locations.
• Prepare required shipping paperwork and export documentation when needed.

Skills

Customer order management

Excel

Communication

Teamwork

Problem solving

Tools

ERP

CRM

Smartsheet

Job description

We’re looking for an experienced Internal Account Support to join our office-based Cruise division.

• Job title: Internal Account Support
• Contract type: Permanent
• Hours: 40 hours per week
• Location: Office based. Poole, Dorset

What you will be doing

A knowledge of the customer base and our key contacts as well as the customer’s order fulfilment process. There will be a requirement to keep up to date with the movements of the cruise ships and offer resolutions to the customer when orders cannot be fulfilled.

There is a requirement to answer the phone in a professional manner and to quickly understand the requirements of the customer. The position will work closely with SMEs to support with product knowledge and issue resolution.

Managing and responding to delivery issues/queries

Similar to the above, including management of the Cruise inbox requiring allocation and/or resolution of queries within the agreed timeframe.

The ability to compose emails in a professional manner and work with other team members to keep the inbox up to date to prevent any queries being delayed of missed.

Customer Order Management

A good understanding of order receipt and order processing from start to finish will be required including a full understanding of procedures to ensure all orders are managed accurately and within agreed timeframe.

The ability to take a systemised approach and be inquisitive to ensure that any questions/queries are properly researched and resolved. Navigation around the company’s ERP, CRM and data management software as well as good excel and smartsheet skills.

Management of Goods In

A good understanding of business processes and the supply chain, working closely with the purchasing and order fulfilment team.

The ability to work with other departments, be organised, coordinate and prioritise workload.

Booking Transport to 3PL locations

A knowledge of the routes to our two 3PL locations and the travelling time. The various transport options for emergencies. A requirement to understand vehicle sizes and their limitations.

Working with transport companies and planning to ensure sufficient time is given to arrange transport. Working with the warehouse to get an understanding of shipment sizes and planning transport accordingly.

Preparing paperwork

A good understanding of both internal processes and those of our customers. Understanding the requirements of exporting goods out of the UK.

Basic Microsoft word skills will be required.

Stock management at 3PL locations.

A good understanding of the reporting that determines stock held in 3PL locations and validating this, then making recommendations based on customer information or historical events.

The ability to read and understand reorder reports and use good excel skills to make additional recommendations based on information provided by the customer about future ship movements.

Sign Off Authority

There are predetermined rates for shipping to 3PL locations. There will be % allowance provided so freight can be booked if the fee is within the allowance.

What’s in it for you

• Modern open plan office
• Monthly profit share bonus scheme
• Company sick pay
• Free onsite parking
• Free lunch Fridays
• Charity dress down Fridays
• Subsidised workplace massage
• Employee assistance programme (EAP)
• Company social and corporate events
• Cycle to Work scheme
• Free access to LinkedIn Learning

Who are we

We are a fast paced, forward thinking cruise product solutions provider with a mission to help operators deliver unforgettable journeys. Our work improves life on board for guests and crew by streamlining the entire hotel and technical supplies lifecycle. We bring consistency, reliability and pride to every part of our partnerships, achieving more than 99 percent on-time in-full delivery across more than 30 ports and six continents across the globe.

Where you work

Our open plan office encourages teamwork and communication. You will be working in a respectful environment surrounded by people that care about you just as much as our customers. We also believe diversity is the key to a success. That means your voice will always be heard no matter your role, and there will always be the opportunity to make a big impact.

Who are you

In this role, you’re someone who thrives in a fast-moving environment, bringing a blend of adaptability and cultural sensitivity to support a diverse customer base. You take a proactive approach, anticipate needs, and stay steady with real resilience when plans shift unexpectedly. You’re meticulous, with strong attention to detail, and you bring genuine empathy to every interaction. Collaboration comes naturally to you, you’re a true team player and you keep a strong customer focus at the heart of everything you do. Clear communication and a real passion for the industry round out your strengths, helping you deliver a smooth, positive experience for every customer you support.