Office staff using headset

Account Manager – Fulfilment


Location: Northampton

Hours: 40 hours per week, Monday – Friday, 9am – 6pm

Salary: Up to £38,961 per annum depending on experience

About us

We’re an award-winning, market-leading 3PL specialising in high-quality order fulfilment and delivery services. ILG customers are premium brands, many in the beauty, fashion and wellbeing sectors. Our mission is to help them succeed. ILG is a people business – we invest in training and development, recognising and rewarding our people’s achievements and creating opportunities for them to progress within our business.  So, if you want to develop an exciting career, learn from a friendly team and realise your full potential in a fast-growing company, this is the role for you.

The role

As an Account Manager you will be responsible for managing a portfolio of Fulfilment Clients to ensure high levels of customer service are always upheld, whilst maximising and enhancing all sales opportunities arising from the customer.  The key responsibilities of the role will include:

  • Assuming complete accountability and responsibility for management of named accounts in portfolio, you will provide front line email / phone and ticket based support.  You will act as point of escalation to ensure all issues are resolved swiftly for your portfolio of accounts, escalating only when absolutely necessary.
  • Working with named accounts to understand forecasts, product launches etc and ensure these are communicated to the warehouse and wider business.
  • Upholding service standards to ensure that all queries are dealt with in a professional and customer focused manner in line with the Customer Service Standards.
  • Research and identify opportunities to increase spend from existing customers and actively promote additional and added value services with existing clients
  • Monitor customer account and payment terms and work with customer to ensure payment terms are met as well as Investigating and resolving customer credit queries
  • Visiting customers to understand their requirements and to develop relationships in-line with agreed CRM program and where required attend client reviews to build further relations.

What we are looking for

  • Proven and highly developed customer service skills; must be able to demonstrate exceptional customer focus and professional approach to both internal and external customers.
  • Previous customer service experience, working to deadlines & SLA commitments and previous financial responsibility
  • Demonstrated ability to work autonomously to manage key client relationship without supervision
  • Strong MS Office skills, particularly Excel & Outlook
  • Able to demonstrate methodical and organised ways of working
  • Good interpersonal skills to support all levels of customers
  • Strong knowledge and experience of ILG’s warehousing and distribution procedures (desirable)
  • Experience of working with fashion and beauty vendors that we regularly ship to (desirable)
  • Experience of assisting the development of individuals through training (desirable)

Please be aware we will be considering applications as we receive them and arranging interviews accordingly. Depending on the volume of applications we receive we may close this advert ahead of the advertised closing date.

The Benefits:

  • Discretionary company bonus scheme
  • Following successful probation period, opportunity for hybrid working in line with ILG policy up to 50/50 remote/office working
  • Pension, Life Assurance, Healthshield Cash Plan and Discount Perks
  • 22 days holiday (plus Bank Holidays) increasing to 25 days after 2 complete holiday years, with the option to buy/sell holiday
  • Birthday leave
  • Free on-site parking, with electric car charging at certain locations
  • Range of employee awards
  • Regular social events
  • Employee assistance programme to promote mental health wellbeing
  • Cycle to work scheme
  • Enhanced maternity and paternity leave