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Award-Winning Customer Service

8 out of 12 of ILG’s biggest fulfilment customers have stayed with us for 5 years or more. Why? Because from day one, ‘the customer’ has been at the heart of our purpose. ILG’s award-winning, 40-strong Customer Service Team delivers customer care that is proactive, personalised and relentlessly success-driven.

Winner of the UKWA Excellence in Customer Service Award 2023 >

Service Geared for Growth

Our mission is to make our customers more successful. From start-up to super-brand, we’ve helped hundreds of brands to evolve and grow. The result is an instinctive customer-centric approach to everything we do. And customer service that’s perfectly tuned to the ups and downs of fast-scaling businesses.

Read our case studies

Customer Satisfaction: How We Score

A 2023 poll of 34 of our top fulfilment customers ranked ILG highly across key service criteria:

Customer Service Talent

70% of our Customer Service staff have worked at ILG for two years or more. Many start out in front-line warehouse roles and move to Customer Service equipped with valuable, hands-on operational know-how. Together, they offer a wide pool of skills and customer knowledge to support a range of CS functions:

Project Hypercare: supporting standalone fulfilment projects and initial go-live
Fulfilment Account Management: coordinating orders and day-to-day queries
Delivery Exception Management: resolving shipping or delivery queries
Client Relationship Management: strategic support for fulfilment operations

“We have worked with ILG for a number of years at our UK site and we recently awarded our global operation to them. Working with ILG feels like working with an internal distribution team as they truly get the importance of customer service and flexibility to brands like Charlotte Tilbury. The Head of Client Services and the MD are always available and, even if things aren’t going to plan, I know I will get an honest assessment of the situation as well as pragmatic solutions to quickly turn things around.”

Jeremy Dixon-Wright, Global Supply Chain Director, Charlotte Tilbury

Enhance Your Fulfilment Today with ILG

At ILG, we specialise in helping our customers grow from start-ups to super-brands. For over 30 years, we’ve been refining our approach to deliver excellent fulfilment, and our clients have always been at the core of everything we do. Our highly experienced, award-winning and well-equipped Customer Service team enables us to deliver a bespoke experience to each of our clients. So, if you’re looking to make the switch to a new fulfilment partner – or even if you’re outsourcing your fulfilment for the first time – we’d love to hear from you. Get in touch with one of our team members today to find out more.