International Account & Product Support Executive

Salary: £26,000 – £28,000 per annum
Hours: 38 hours per week
Location: Predominantly remote, with occasional travel to the Staines office

About the Role

An exciting opportunity has arisen for an International Account & Product Support Executive to join a growing international team. This role plays a key part in delivering innovative, high-quality global logistics solutions and ensuring exceptional customer experience.

You will be responsible for supporting international operations, managing enquiries, developing client and supplier relationships, and contributing to the continuous improvement of international products and services. This is a varied role requiring strong analytical skills, a proactive mindset, and the ability to work both independently and collaboratively.

Key Responsibilities

Account Management & Customer Support

• Provide support to existing and prospective clients, handling enquiries and resolving issues efficiently
• Build and maintain strong relationships with customers, suppliers, and internal stakeholders
• Proactively communicate delivery updates, timelines, disruptions, and service changes

International Enquiries Management

• Lead and manage all international enquiries from initiation through to resolution
• Ensure cases are accurately logged and tracked across relevant systems
• Support the implementation and optimisation of a new Customer Service system

Operations & Supplier Management

• Liaise with global conveyance and delivery partners to ensure service excellence
• Monitor supplier performance against agreed service levels
• Support onboarding and implementation of new suppliers, partners, and customers

Data Analysis & Reporting

• Analyse data across multiple systems to identify trends, issues, and opportunities
• Produce insights on operational performance and customer feedback
• Recommend improvements to enhance efficiency and service delivery

Product & Process Development

• Assist in the development and management of international products and supporting materials
• Maintain up-to-date supplier documentation, including service alerts and operating procedures
• Identify and implement process improvements to drive operational excellence

Operational Support

• Provide support with shipment processing and despatch where required
• Assist with training operational staff on processes and systems

Skills & Experience Required

• Strong analytical skills with the ability to interpret and work with data across multiple systems
• Excellent problem-solving ability and sound judgement
• Strong communication skills, both written and verbal
• Ability to build and manage effective relationships internally and externally
• Proficiency in Microsoft Excel and the wider Microsoft Office suite
• Experience working with multiple systems (data input and reporting)
• Highly organised, with the ability to work under pressure and meet deadlines