We are on a journey of growth, do you want to join us?

Client Support Specialist



I-Fulfilment is a leading eCommerce fulfilment solutions business. Our headquarters are located in Christchurch, Dorset and we have recently opened brand new state of the art office space in Aviation Park West, Bournemouth Airport. We have operations in the USA and Europe.

We now have an exciting opportunity for a diverse and dynamic individual to provide a frontline telephone, online and administration support to our portfolio of clients.

This is an exciting time for the business as it continues to grow at pace and will be a rewarding and varied role for the successful applicant.


Key areas of responsibility


The Client Support Specialist role is a pivotal role within the organisation. The Client Support Specialist will ensure the core requirements of day-to-day account administration/ maintenance and back-office requirements are completed quickly efficiently and to a very high standard.

• Deal with Client telephone and email enquiries

• Dealing with Courier queries- late delivery, missing parcels, awaiting collections

• Putting on orders, uploading documents

• Taking ownership of dealing with day-to-day issues- backorders, concerns, shipping issues, booking in, stuck orders

• Articulate and able to compose concise and well written emails setting out the issue, impact, solution, and action points. 

• Actively participate in a short daily stand-up Account Management team meeting 

• Where required attend and participate in daily/weekly Ops meeting and negotiate competing priorities with internal and external stakeholders. 

• Ensure that the highest quality of service is provided to the customer by understanding their business needs and speaking their language

Key skills required


• Excellent customer focus, with experience building and maintaining customer relationships

• Strong administration experience to confidently represent the company to our clients and liaise internally as necessary the wider operations team

• Excellent communication skills, both written and verbal, with ability to successfully engage with team members, clients and stakeholders

• Positive can-do attitude with the ability to work independently and to adapt your style and practices in order to respond to changing circumstances and customer needs

• Excellent attention to detail



Salary: From £24,000 Depending on experience

Working Hours: Monday to Friday (8:30 till 17:30) 

Hours per week: 40

Job Type: Full time, permanent

Pension contribution to Nest (on the basis do not opt out)

State of the art facility with canteen facilities and free onsite parking.
Casual Dress code


If you want to apply or find out more, drop us a line using the form below:

Client Support Specialist

    By ticking the box you are agreeing to i-Fulfilment to contact you on the channels provided:


    Please upload your CV and Covering letter here:

    If other please state below:

    About I-Fulfilment

    We are proud of our broad range of 3Pl services, allowing us to offer the diverse solutions eCommerce businesses and brands require in an ever-growing industry – all in one financial package, one site, and all at a competitive price.

    Who are we

    I-Fulfilment are a leading technology fulfilment provider. Offering global end to end 3PL services, covering both B2C and B2B orders. Combined with a range of value-add services, including marketplace management and digital marketing. We work on a truly collaborative approach with our fulfilment clients – constantly sharing knowledge and experience to drive their businesses. Our outsourced solution allows you to focus on product development and sales growth whilst reducing your costs.

    Technology Led

    We focus on combining software with infrastructure to provide our customers with a distinct competitive advantage. To date we have invested over £4m developing our technology platform and are committed to a process of continual investment to offer an optimal solution to brands and manufacturers implementing a multi channel strategy globally.

    Get orders out faster

    Manage multi-channel orders with ease

    Manage back orders and pre-orders

    Fast returns integration that is white labelled

    Professional reporting that can be created by you

    Seamless integration with websites

    Have control of the supply chain 24/7

    API integration into key marketplaces with ease

    Our services provide an advantage

    Saving Time

    We will remove all headaches allowing you to focus on your core business and what you do best. No more picking, packing and ordering of materials.

    Seamless Integration

    Our systems integrate with all IT infrastructures enabling the processing of orders and real time access to your inventory & order information 24/7

    First Class Service

    Our existing customers say that our customer services team is excellent - which is reflected in the Trustpilot reviews they receive. We support your business end to end.

    Reducing Costs

    By using our warehouses you save on warehouse and employee costs. Capitalise on our economics of scale resulting in cheaper rates.

    Latest Technology

    Our complete fulfilment infrastructure is automated to provide substantial time, efficiency and cost saving


    We eliminate the need to worry about finding space or growing your operations, and to meet the demand as your business develops.

    Our Services

    When it comes to our customers we understand that they all have different needs, that’s why all our solutions are bespoke. We actively work with you to understand what support you need from logistics, operations, marketing, customer services and more. Supported by our industry leading inventory software – Blade, seamlessly integrates into your own website and ecommerce platforms.

    How we work

    We build long-term partnerships with our clients. Our goal is to work closely together using our extensive experience and efficient platform to grow their brands.

    Our onboarding process

    Initial Consultation

    Our Business Development Team will have an initial call with you to talk about your business. The aim is to understand how you currently operate, your existing pain points as well as your objectives and future plans. This provides us with an understanding of your business so we can see where we can add value and help you grow.

    Our Proposed Approach

    We value our Clients that's why we take the time to truly understand your business model and objectives. Every business we partner with is unique in terms of their resource on hand, their products and their aspirations. With that in mind it is key we develop a detailed understanding so we can provide the perfect set up for their brands to succeed.

    Tailored to your business

    Once we have agreed on the best bespoke approach for you we then create an implementation plan highlighting key dates and milestones to ensure you are set up for success from the start.

    I-Fulfilment On-boarding

    As part of your on-boarding process we put aside time to discuss in depth your packaging and shipping requirements. This will ensure your customers get a first class experience and that your shipping is optimised. We also plan in training for functions such as customer service at this stage if required.

    Fulfilment Launch

    You are now set up to provide an end to end efficient service to delight your customers. We can further enhance this with our other core services. Manage your orders, inventory and much more globally using the Blade App - available on iOS and Android

    Working in Partnership

    We work very closely with our Clients particularly over the first 2-3 months to ensure everything is working perfectly. Your Dedicated Account Manager will arrange regular account reviews and be on hand at any time to support you. They will always be looking for new opportunities to drive efficiencies, grow your business and keep you up to date with new releases as we continue to develop our software and infrastructure.

    Our Services

    When it comes to our customers we understand that they all have different needs, that’s why all our solutions are bespoke. We actively work with you to understand what support you need from logistics, operations, marketing, customer services and more. Supported by our industry leading inventory software – Blade, seamlessly integrates into your own website and ecommerce platforms.

    Explore our services

    Multi-Channel Fulfilment

    Ecommerce and B2B specialists with over 20 years experience.

    Marketplace Management

    Full service marketplace team providing end to end support and sharing knowledge to help you grow.

    Customer Services

    Multi Lingual customer service team to provide a local experience to your customers and delight them.

    Back Office Support

    Our professional team are on hand to manage enquiries, process orders, deal with invoicing and more.

    Returns Management

    Giving your customers reassurance with our efficient fast returns processes.

    Marketing & Content

    Experienced team on hand to help with all aspects of your marketing including high quality content generation.

    Channel Development

    Leverage our relationships with Tier 1 and Tier 2 retailers to increase your routes to market.

    Product Photography

    Show off your products with professional product shots, lifestyle imagery and 360 videos.

    Reworking Services

    Dedicated product reworking area at each of our facilities with kitting, labelling, bundling and assembly.

    Global Presence

    Our global footprint of warehouses provides clients with the infrastructure and international reach to control shipping costs and drive additional profits within their own business.

    Local Support

    We can offer a local presence for businesses and manufacturers not located in Europe. From a dedicated customer support desk, multi lingual services, social media management and more. We tailor our service offerings to meet your business needs.

    Global footprint

    I-Fulfilment leverage its high order volumes to obtain and pass on competitive shipping rates for both domestic and international orders from a specially selected panel of carriers. Here is a selection of our key carriers:


    Our market leading fulfilment software. Seamlessly integrates with all major eCommerce platforms. Offering real time data and is available 24/7.

    The Key Features

    Optimised shipping – Blade will automatically review a panel of carriers to find the best price for you

    Blade App – available on iOS and android giving you 24/7 access for the modern world

    Editing Orders – Save part completed orders for a later date

    Financials – Customisable tax rates and multiple currencies

    List Pages – Exporting results in excel or CSV files with advanced filtering using tags

    Part Shipping – Split orders into multiple deliveries, and ship from multiple warehouses

    Price Lists – Multi currency support

    Products – Store levels are shared between products, group products by range

    Shipping Rules – Shipping overrides for specific products, where you can manage your own rules

    Integration – with key sales platforms, including Shopify, Woo Commerce and Magento

    Integration – with key marketplaces, including Amazon, Wayfair and ebay

    Integration – with Tier 1 & Tier 2 retailers for dropship

    99.9% On time-despatch rate

    98% Client retention rate

    99.97% Blade up-time

    99.98% Order Accuracy

    Blade Background

    Blade IMS (our own market leading Fulfilment and Logistics software) has been designed and developed to control the whole fulfilment process, from inventory management to controlling orders across multiple channels. At I-Fulfilment we continually invest in improving our software with our team of developers, making it the most advanced fulfilment software available.

    Amazon Fulfilment

    Experts in managing your eCommerce Platform as well as Pick, Pack and Shipping of your goods worldwise.

    Our team offers expertise in all areas across Amazon and how to get the best out of your products through Marketing. We tailor each of our service offering to match the requirements of our customers and their goals.

    With our proven approach your business will be set up for success.

    How we work:

    Your Amazon Strategy and how we support

    We are specialists in both setups that Amazon offer, these are: Amazon FBA (Fulfilment by Amazon) or Amazon FBM (Fulfilment by Merchant). When working with our team we can assist in both. Providing a hassle free experience for both you and your customers. Our team of in-house Amazon specialists will agree the best strategy for your brand, and implement the right fulfilment route for your business ensuring its set up for success.

    Amazon Inventory Management

    Once onboard we can setup new products which then integrate with our Blade software to keep on track on quanities of stock. If your products require variations we can setup anything from colour to sizing. Finally, we will actively ensure your inventory is fully up to date for a complete selling experience.

    Amazon A+ Content

    We implement your listings for a complete optimised experience. We will edit and optimise A+ content, including any additional videos*, lifestyle imagery*, product imagery* along with written content promoting the key USPs of your products. We will also look at optimising titles and keywords ensuring that your products stand out over competitors.

    *Additional services – see marketing services for more information.

    Your Amazon Strategy and how we support

    Our AMS specialists will thoroughly research your brand, products and Amazon category to create ads that are specifically tailored to meet your goals, whether that is maximising profit per sale and lowering your ACoS or increasing impressions to get your product up the Amazon rankings.

    Working with your business to provide custom AMS reports so you can clearly see the impact your ad spend is having on your business.

    Amazon Branded Store

    Our AMS specialists will thoroughly research your brand and products to be able to create ads that will maximise visibility and brand awareness to your target audience to increase sales and maximise ROI. Working with your business to provide custom AMS reports so you can clearly see the impact your ad spend is having on your business.

    Amazon Fulfilment with I-Fulfilment

    I-Fulfilment Amazon fulfilment services work with clients to manage their storage and shipping from each of their fulfilment warehouses. Whilst allowing you to remain in control of your inventory using Blade our Inventory Management Software. Available 24/7 providing you with real-time data.

    Multi-channel ecommerce

    Whether you’re an avid Amazon seller or have your own ecommerce plaform our systems seamlessly integrate with your existing systems. With our team of experts we can create and manage listings on Amazon and Ebay, as well as create websites on Magneto and Shopify.

    Managing your inventory

    During Peaks and Holiday Seasons

    Peak & Holiday Season - are you prepared?

    With Black Friday falling on Friday 26th November and Cyber Monday on 29th November, Retailers predict selling far more items online than they do during the rest of the year. That puts pressure on the whole supply chain, from inventory to delivery, as goods travel faster and further than ever.

    What you can do to ensure you are ahead of the game this Peak Season. Plan with the data you have available. From last year’s peak season to the recent Amazon Prime Day. How efficiently are your processes at present? How quickly did your inventory arrive? Your data will reveal what went right and what could be improved.

    Next, you should review your inventory. Once you have a view of what stock you have available as well a prediction of how fast your products will sell then you can optimise accordingly. Finally, review holiday dates, from October to the Christmas holidays, what dates are carriers working?

    While many tactical Prime / Black Friday / Cyber Monday preparations still apply, there are several considerations to you should bear in mind.

    Below is our handy guide as to how to be prepared and cope with this busy time of year:

    Embed Flexibility

    Make sure your supply chain has flex. The staff and fuel shortages are having a knock-on effect with delivers, so you need to be a able to react fast. Blade, our software that manages the complete click to delivery process, you can easily switch between carriers to make sure you can overcome any courier capacity of driver shortage issues with ease.

    Overview of Blade

    Staying on top of your inventory

    Out of stocks mean missed sales and frustrated customers. So, maintaining good stock levels is an important factor in converting sales on Amazon and your own website. With Blade – our inventory Management Software, we are able to split inventory stock across marketplace platforms so you can clearly mange your stock levels in real time. Especially during a high-traffic events like Amazon Prime Day. In addition, you can manage you inventory stock for various marketplaces in one place as well as track when orders come in, when they are dispatched, and which courier has been used.

    With Blade you will have a full view of your stock, marketplaces, orders and shipping rules all in one place. You can download the Blade app on Android and iOS and track your orders on the go.

    If at any point you need help our team of in-house specialists can provide support whenever you need it.

    Ordering stock - for the Peak Season

    Importing your inventory through our seamless process will ensure you have the stock available for the holiday season. As soon as your stock arrives in our warehouse it will be checked in and processed in a timely manner. Meaning you have the stock available to sell as soon as its checked into Blade. Blade automatically updates your marketplaces.

    Be Brexit Ready

    See how I-Fulfilment can support and grow your business.

    Scale your business in the UK and the EU with us

    I-Fulfilment is strategically placed to provide a Global reach for our clients. With warehouse facilities located in the UK, Europe, USA and China. I-Fulfilment can support businesses during this Peak Season with ease. With Brexit looming and with many businesses looking to reduce their transport and shipping costs to mainland Europe. I-Fulfilment is able to offer their German facility. Ideally located to serve the German and BENELUX region.

    USA West Coast

    Due 2022

    USA East Coast


    UK - The HQ

    Warehouse & Airport




    From 2023


    From 2023

    How I-Fulfilment can support you after Brexit:

    We work with our clients to provide their customers a high quality, end-to-end user experience. Our set up allows our customers to avoid shipping products from the UK to mainland Europe, which can be a lengthy and costly process. Our German facility is on Blade (our own Inventory Management Software) so you can ship products directly or from UK stockholding. Our aim is to provide customers with a Global Platform with a local fulfilment facility by:

    Providing a Global footprint to allow you to tailor your experience in the local region.

    Manage returns locally so customers have a more efficient service.

    Leverage cost savings with shipping and administration.

    Use of local carriers that locals are more familiar with and may have their apps on their mobile phones.

    Storing of products in our German warehouse offers cheaper storage costs.

    Ideally located to serve the BENELUX region.

    We collect from all major German couriers, handling B2B and B2C orders.

    We provide a dedicated German Customer Service team.

    Management of marketplaces that serve the European region.

    Dedicated German Customer Services team for all those enquiries.

    Managing your returns

    Give your customers peace of mind with a simplified returns process.

    Simplifying your returns process

    At I-Fulfilment, we work with you to see which returns management (reverse logistics) process best represents your business. With three different options available to you to maximise your end user experience to your customers:

    Fast returns

    A white labelled Solution that can be tailored to represent your brand

    Easily plugs into your own website

    Allows for your customers to self-serve

    Easy returns

    An RMA is sent with every product

    Allows your customers to self-service

    A quick process allowing for a quick refund

    Returns in Blade IMS

    Using Blade (our own proprietary software)

    Your customer service team can manage the returns process internally

    Alternatively we have a dedicated customer support team who can manage this process for you!

    Types of returns in Blade IMS

    Fast returns

    This is one of the many features on Blade (our own proprietary fulfilment software). Fast returns is a white labelled solution, that can be customised to your brand. This feeds into your own website with a dedicated URL. For each return your customers would go to the dedicated URL and self-serve. Once they've completed the relevant information online. They would print off the RMA and send back via Royal Mail. Once received in our warehouse, the item is quality checked to ensure its not be used / is in the condition it says its supposed to be in. If we are in agreement and there are no disputes, we process the details onto Blade and a refund is then initiated.

    Returns in Blade IMS

    Should your customer want to return a product, they would need to contact you via the relevant channel. Your team would then log in to to Blade, find the customer order and print off the RMA to send to your customer to return the product. Your customer would complete the RMA and send the RMA and product back to you or I-Fulfilment for a refund.

    Easy returns

    Is one of the many reasons clients choose us! Easy returns is a solution whereby an RMA is sent out with every order. Should your customer wish to return a product, they simply complete the RMA and send back via Royal Mail along with the product.

    Once received in our warehouse, the item is quality checked to ensure its not be used / is in the condition it says its supposed to be in. If we are in agreement and there are no disputes, we process the details onto Blade and a refund is then initiated.

    Our returns process

    Product is received

    Your customer receives your product and isn't happy and therefore wants to return the product.

    How to return

    There are three types of returns available. Depending on the returns solution you choose your customer will package the product with an RMS. Alternatively your customer can contact your team for an RMA to complete.

    Shipped back

    The customer will arrange for the product to be returned with a printed RMA.

    Product returned

    The product is received by our returns management team. Who will check it onto Blade notifying you that this has been received.

    Quality checked

    The returned product is quality checked to ensure its in the specified condition as per the RMA.

    Returns complete

    If the product is in a good condition it will be repacked and stored in the warehouse for resale. If faulty / damaged we will seek to send out a replacement or refund.

    Our in-house software

    Blade has been designed with you and your business in mind. We’ve ensured it has all the elements needed to manage your business even whilst on the go.

    Get orders out faster

    Manage multi-channels orders with ease

    Manage back orders and pre-orders

    Fast returns integration that is white labelled

    Professional reporting that can be created, by you

    ISO Accreditations

    Recognise by the ISO Industry for the high standards and processes we maintain.

    We are pleased to be awarded 4 ISO accreditations for our consistently high standards and processes. We continue to strive to deliver the very best for our clients.

    I-Fulfilment DAS Ukas Certification

    ISO 9001 - Quality Management System

    Recognised worldwide as the international benchmark for quality within an organisation the QMS standard is designed to help companies focus on customer requirements as set out in the ISO 9001 standard.

    ISO 45001 - Occupational Health and Safety

    Highlighting our continued commitment to the environment and maintaining an effective Environmental Management System (EMA). Reducing consumption, wastage and promote a climate conscious culture.

    I-Fulfilment DAS Ukas Certification

    DAS Ukas Certification

    ISO 27001 - Information Security Management Systems

    Our accreditation allows us to work with customers and partners in the confidence that we will meet their needs and expectations for security controls and information handling. With obligations to awareness, communication, personal and objectives in relation to our services. This certification provides a set of policies, which align with our customers and partners security commitments to comply with relevant laws and regulations.

    ISO 14001 - Environmental Management Systems

    Highlighting our continued commitment to the environment and maintaining an effective Environmental Management System (EMA). Reducing consumption, wastage and promote a climate conscious culture.

    Your eCommerce 3PL Partner

    We are I-Fulfilment, a technology-enabled eCommerce fulfilment provider with an established international presence. Our mission is to deliver and simplify the complex processes surrounding eCommerce logistics.

    Allowing your business to focus on your brand’s development and growth.

    With our in-house technology, Blade IMS, we can guarantee full transparency (in real-time!) over your inventory, orders and returns, making I-Fulfilment an extension of your business.


    Choose I-Fulfilment as your eCommerce fulfilment Partner to access strategically located warehousing, customizable technology to suit every need and the Know-How of 20 years in the eCommerce market.

    Get started today by requesting a free quote.

    Unlock Growth Opportunities

    Brand value is amplified through effective 3PL. We can guarantee an extremely high quality of service with 20 years of experience in logistics operations serving leading scale-ups and SMEs.

    Stay Ahead of the Curve

    Blade is our award-winning, proprietary warehouse management solution (WMS). It gives you real-time access to your inventory, orders, and couriers. It integrates with most shopping channels such as Shopify, Magento, Amazon & WooCommerce and deals with complex product specs to enable you to grow!

    Expand to new territories

    We ship when your customer wants it anywhere around the world.

    Our warehouse locations are strategically selected to serve ambitious brands to reach their international expansion goals most efficiently.