Customer Accounts Administrator Job Vacancy

We are a natural soap manufacturer based in Mytholmroyd, Hebden Bridge. Putting ethics before profits underpins everything here. Our products are vegan, cruelty-free and made by employees paid over the national living wage, without using plastic, preservatives or sulfates.

The role

We are seeking a highly motivated and detail-oriented Customer Accounts Administrator to manage our growing portfolio of wholesale and trade accounts focussing on proactive customer engagement, reactivating dormant accounts, ensuring smooth, compliant logistics operations including domestic and international shipping, and driving new sales opportunities.

They will be responsible for supporting our small, friendly trade and wholesale accounts team, delivering excellent customer service and working closely with relevant departments to ensure accurate lead times and customer requirements.

Location - Mytholmroyd, HX7 5RW

Type - Permanent

Hours - 28 hours per week, (ideally 9.30am-4.30pm Monday to Thursday). Working pattern is negotiable for the right candidate.

Duties

Order Fulfilment & Logistics

• Oversee and support the day-to-day activities of the trade and wholesale accounts team, including processing orders, invoicing and reconciling invoices, while ensuring effective task prioritisation and maintaining high standards of customer service.
• Ensure timely dispatch and delivery of orders to domestic and international customers.
• Manage logistics requirements for current trade and wholesale accounts, ensuring smooth delivery operations.
  
• Monitor shipment progress and address delivery issues, delays, or discrepancies proactively.
• Coordinate with production and picking teams to relay customer orders and confirm lead times, ensuring accurate information is provided back to customers regarding order status and fulfilment timelines.
• Maintain accurate records of shipments, delivery schedules, and account-specific requirements.

Export & Compliance

• Monitor and interpret export regulations and documentation requirements across different regions.
• Prepare and complete all relevant shipping and export documentation for distributors and customs (commercial invoices, packing lists, declarations, etc.).
• Ensure full compliance with international shipping laws and regulations (including incoterms, HS codes, and export declarations).
• Liaise with customs agents and freight forwarders to ensure smooth transit and clearance of international shipments.
• Support business readiness for entering new export markets by staying up-to-date on regulatory changes.

Customer Account Management

• Manage and grow key trade and wholesale customer accounts.
• Proactively engage with existing customers to improve retention and drive repeat sales.
• Reactivate lapsed accounts through outbound contact and tailored offers.
• Identify and pursue new sales opportunities, including B2B platforms.
• Work closely with the marketing team to develop and execute targeted campaigns and promotions.

Reporting & Strategy

• Monitor and report on customer feedback to improve processes and service offerings.
• Provide regular reports on account activity.
• Contribute to business improvement initiatives and workflow optimisation.
  

What you'll need to be successful

• Experience working within a fast-paced consumer goods, retail, or wholesale environment.
• Experience in customer account management.
• Strong communication and interpersonal skills, with a proactive, customer-first mindset.
• Experience with invoice reconciliation, raising credit notes, processing invoices and general accounts administration would be an advantage.
• Demonstrated experience with international shipping and export documentation including knowledge of incoterms, HS codes, and international shipping platforms desirable but not essential. Full training will be provided.
• Understanding of export compliance, customs procedures, and regulatory frameworks desirable but not essential. Full training will be provided.

To apply, please email your CV to gem@friendlysoap.co.uk.

Closing date is Monday 21st September 2026