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. 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 a Logistics Coordinator, you will be the main operational contact for a portfolio of fulfilment clients. You will manage daily communication, resolve issues efficiently and work closely with internal teams to ensure smooth service delivery. This role focuses on maintaining high client satisfaction, supporting operational performance and ensuring all activity is completed accurately and on time.
Responsibilities
- Act as the main contact for client enquiries via phone and email, managing daily communication and updates.
- Handle day‑to‑day operational issues, troubleshoot problems and ensure orders and correspondence are processed accurately and on time.
- Collaborate with warehouse teams, carriers and other departments to ensure smooth service delivery and resolve any operational challenges.
- Use ticketing systems to manage and update client queries within agreed SLAs, providing timely responses and clear communication.
- Support client calls and meetings, take ownership of actions and ensure follow‑up is completed.
- Oversee the administration and daily running of client accounts, including billing for services and meeting service level expectations.
- Escalate and resolve complaints promptly while maintaining strong client relationships.
- Share updates with the Corporate Account Management team and contribute to process improvements and new procedures.
- Monitor KPIs and service metrics, highlighting risks, trends or improvement opportunities.
What we are looking for
- Proven experience in a logistics, fulfilment or client‑facing operational role (desirable).
- Strong communication and interpersonal skills.
- Ability to manage multiple priorities and work under pressure.
- Proficiency with bespoke systems, CRM and ticketing tools.
- Strong problem‑solving skills and good attention to detail.
- Confidence in challenging processes and advocating for clients.
- A collaborative team player with a proactive, solution‑focused mindset.
- Own transport essential – on occasion you’ll need to travel and work at customer sites and other locations in the Southeast of England, depending on the company’s business and its requirements.
- 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.
- Employee assistance programme to promote mental health wellbeing.
- Cycle to work scheme.
- Enhanced maternity and paternity pay.
Job Application Requirements
- Right to Work in the UK & Basic DBS Check – you must have the legal right to work in the UK (no sponsorship). If successful, you will also need to pass a Basic Disclosure and Barring Service (DBS) check before starting employment.
- References – we reserve the right to request two or more references, covering the past five years of your employment history.
- English Language – you must be able to work in English; enough to fully understand spoken and written work instructions, follow health and safety guidance and participate in discussions with your manager or colleagues.
If you meet the role requirements, as well as the above, and are ready to take the next step in your career, we encourage you to apply.
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.
For more information about our company or employee benefits please visit https://www.ilguk.com/about-us/.
Job Details
- Seniority level: Associate
- Employment type: Full‑time
- Job function: Customer Service
- Industries: Transportation, Logistics, Supply Chain and Storage
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