**Job description** Cloud9 Fulfilment Ltd Do you love helping customers and solving challenges in a fast-paced environment? Are you passionate about providing exceptional service and finding solutions? Do you enjoy working in a team where collaboration and care are at the heart of everything? Are you excited about the idea of joining a growing, innovative business? If you are saying yes to these questions, the Customer Service role at Cloud9 Fulfilment might be perfect for you. Cloud9 Fulfilment is on a mission to nurture and help e-commerce businesses grow through our focus on people and digital innovation. Guided by our vision to revolutionise eCommerce order fulfilment by empowering our partners and fuelling growth, we are committed to making a meaningful impact in the logistics industry. These values drive our organisational growth, ensuring that every team member feels supported, motivated, and empowered. We work with businesses across industries such as fashion, beauty, food, and more, helping them fulfil orders and delight their customers. At Cloud9, you are not just a number. We focus on building a collaborative and supportive environment where your contributions truly matter. To learn more about us, visit our website at www.cloud9fulfilment.co.uk. **What will you be doing** Work closely with the Sales Department to onboard new clients, making their transition smooth and welcoming. Respond to customer queries and resolve issues promptly within SLA guidelines. Provide accurate information regarding our services. Build strong relationships with customers by empathising with their needs and seeking the best solutions. Maintain exceptional communication, both verbal and written, with colleagues and customers. Coordinate the returns process, adhering to company policies while keeping customers informed and satisfied. Collaborate with the warehouse team to improve returns efficiency. Tackle unique customer requests with a flexible and problem-solving approach. Work cross-functionally to ensure customer needs are met. **What we are looking for** Previous experience in a customer service 3PL role is **essential**. Strong written and verbal communication skills. Ability to manage time effectively, stay organised, and remain calm under pressure. Strong knowledge of tools like Freshdesk, Despatch Cloud, ClickUp, or courier platforms is a plus. Empathy -- You genuinely care and can put yourself in the customer's shoes. Reliability -- Consistent performance, excellent punctuality, and dependable work ethic. Teamwork -- Ability to collaborate effectively and contribute to a supportive workplace. Problem-solving -- A keen eye for details and an innovative approach to challenges. Enthusiasm -- Passion for your work and a commitment to creating positive customer experiences. **Why join us** We are not just another fulfilment company. At Cloud9, we focus on fostering growth for both our business and our team. Our cultural pillars ensure that every member of the team thrives in an environment where professionalism, collaboration, and continuous improvement are celebrated. As we prepare for our next stage of expansion, this role offers an opportunity to grow alongside us, make an impact, and shape your future within a supportive team. **Hours** Full-time 40 hours per week 8:30/9:30 AM - 5/6 PM If this sounds like the role for you, we would love to hear from you. Please share your current experience, why you would like to join Cloud9 Fulfilment, your notice period and salary expectations. Job Types: Full-time, Permanent Pay: From £26,500.00 per year Benefits: * Casual dress * Company events * Company pension * Free parking * On-site parking Schedule: * Day shift * Monday to Friday Work Location: In person