Deluxe Recruitment are actively recruiting for a Senior Customer Service Account Manager on behalf of a reputable Freight Forwarding company based in Bolton.
JOB DESCRIPTION
Job title: Senior Customer Service Account Manager
Dept: Sales & Operations
Reporting to: General Manager
Responsible for: Growing and maintaining existing accounts in respect of customer service
and operational requirements and generating new business in line with
business objectives
Key Responsibilities:
Client Relationship Management:
o Build and maintain strong, long-lasting relationships with key clients.
o Act as the first point of contact for all client inquiries, concerns, and issues.
o Ensure that client expectations are met and that they receive exceptional service at
all times.
Logistics & Operations Management:
o Oversee and manage the day-to-day logistics operations for assigned accounts.
o Coordinate with internal teams (operations/customs) to ensure timely and efficient
service levels.
o Resolve any logistical issues that may arise, ensuring minimal disruption to customer
service levels.
Performance Monitoring & Reporting:
o Monitor key performance indicators (KPIs) such as delivery times and customer
satisfaction metrics.
o Provide regular reports to clients on performance metrics, highlighting successes
and areas for improvement to General Manager.
Problem Solving & Issue Resolution:
o Proactively address any potential issues or challenges in the logistics process,
resolving them swiftly to maintain customer satisfaction.
o Work closely with clients to resolve complaints, track shipments, and mitigate delays
or disruptions.
Cross-Functional Collaboration:
o Collaborate with internal departments (sales, operations, customs and finance) to
align client needs with operational capabilities.
o Ensure seamless communication between internal teams and external clients.
Continuous Improvement:
o Suggest and implement process improvements to optimise logistics operations,
reduce costs, and improve efficiency.
o Identify opportunities for up-selling additional services to clients, discuss with
commercial manager/general manager on opportunities.
Customer Advocacy:
o Be an advocate for the customer within the organisation, ensuring their needs and
concerns are prioritised.
o Gather and analyse feedback from clients to improve service offerings and enhance
the customer experience.
Candidate Requirements:
Experience:
o Minimum of 5 years of experience in logistics, customer service, or account
management roles.
o Strong understanding of supply chain and logistics processes, including
transportation, customs and distribution.
o Previous experience in managing high-level customer accounts or key clients in a
logistics or supply chain environment with case studies.
Skills:
o Excellent communication and interpersonal skills to effectively manage client
relationships and collaborate with internal teams.
o Strong problem-solving abilities and the ability to think quickly on your feet.
o Proficiency with logistics management TMS software and CRM tools.
o High attention to detail, organisational skills, and the ability to manage multiple
accounts simultaneously.
Personal Attributes:
o Strong client-centric attitude with a focus on customer satisfaction.
o Ability to thrive in a fast-paced, dynamic environment.
o Proactive, self-motivated, and able to work independently.
Working Conditions:
o Full-time position, Monday to Friday, 9 am to 5 pm.
o Occasional travel may be required for client meetings and site visits.
o Carry out any other reasonable requests by management.
o Desirably live local of head office and have own transport.
