About The Job
- Job title: Internal Account Support
- Contract type: Permanent
- Hours: 40 hours per week
- Location: Office based, Poole, Dorset
What You Will Be Doing
- Frontline Customer Support: Knowledge of the customer base and key contacts, keeping up to date with cruise ship movements, offering resolutions when orders cannot be fulfilled, answering phones professionally, understanding customer requirements, and collaborating with SMEs for product knowledge and issue resolution.
- Managing and responding to delivery issues/queries: Management of the Cruise inbox, allocating and resolving queries within agreed timeframe, crafting professional email responses, and keeping the inbox updated to avoid delays.
- Customer Order Management: Full understanding of order receipt and processing, ensuring accurate and timely order management, researching queries, and navigating the company’s ERP, CRM and data management software with good Excel and Smartsheet skills.
- Management of Goods In: Knowledge of supply chain processes, working closely with the purchasing and order fulfilment teams, and organising, coordinating and prioritising workload.
- Booking Transport to 3PL locations: Knowledge of routes to the two 3PL locations and travel times, understanding vehicle sizes, working with transport companies, and planning transport based on warehouse shipment sizes.
- Preparing paperwork: Understanding internal and customer processes, and export requirements from the UK.
- Stock management at 3PL locations: Reporting on stock held, validating reports, making recommendations based on customer information or historical events, and using Excel to read reorder reports to advise on future ship movements.
- Sign Off Authority: Managing predetermined shipping rates to 3PL locations and approving freight within allowance.
Basic Microsoft Word Skills Will Be Required.
Basic Microsoft Word skills are required.
What’s In It For You
- Modern open plan office
- Monthly profit share bonus scheme
- Holiday buy‑back scheme
- Company sick pay
- Free onsite parking
- Perks at Work scheme
- Tuck shop snacks
- Free lunch Fridays
- Charity dress down Fridays
- Birthday vouchers
- Subsidised workplace massage
- Eye care vouchers
- 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 thrive 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 are meticulous, with strong attention to detail, and you bring genuine empathy to every interaction. Collaboration comes naturally to you, you are 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.
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