Airfreight Customer Service Manager

CMA CGM; Hounslow; On-site; GBP 50,000 - 61,000; Full time

Benefits offered by this job

Annual leave entitlement

Pension

Life assurance

Employee discounts

Job summary

CEVA Logistics in Hounslow is seeking an experienced Customer Service Manager to lead and develop the Airfreight Customer Service team, driving exceptional service, operational excellence and customer retention across Aerospace, Retail and General Cargo sectors.

You will oversee global customer account management, building strong relationships with key airline customers through regular engagement, visits and QBRs. This role offers a real impact on customer experience in a fast-paced environment.

Qualifications

• Proven experience leading customer service teams in airfreight/logistics.
• Experience managing global customer accounts, including airline clients.
• Strong knowledge of end-to-end airfreight shipment management.
• Experience handling customer escalations and driving retention.
• Ability to conduct customer visits and lead senior stakeholder reviews.

Responsibilities

• Oversee end-to-end customer service activities for shipments.
• Conduct customer visits and lead quarterly business reviews.
• Monitor KPIs like customer satisfaction and delivery milestones.
• Collaborate with Operations, Gateway, Commercial, Transport, Customs and Network teams.
• Identify opportunities to improve processes and overall customer experience.

Skills

Leadership

Customer service management

Airfreight knowledge

Stakeholder management

Job description

Hounslow, GBR

CEVALogistics

Permanent contract

Full Time

CEVA Logistics provides global supply chain solutions to connect people, products, and providers all around the world. Present in 170+ countries and with more than 110,000 employees spread over 1,500 sites, we are proud to be a Top 5 global 3PL.

We believe that our employees are the key to our success. We want to engage and empower our diverse, global team to co-create value with our customers through our solutions in contract logistics and air, ocean, ground, and finished vehicle transport. That is why CEVA Logistics offers a dynamic and exceptional work environment that fosters personal growth, innovation, and continuous improvement.

At CEVA Logistics, weRise inMotion. Your career is always on the move,growingas fast and as far as your ambition takes you. Join a global team ofnearly 200nationalities, shaping the future of global trade, moving essential goods, forging new paths, and pushing boundaries to serve an ever-changing world. The pace is fast, the challenges are real, but the rewards are greater: growth, purpose, and the chance to make a meaningful impact. This is more than a job.It’s a journey on which you rise.

YOUR ROLE

At CEVA Logistics, we are looking for an experienced Customer Service Manager to lead and develop our Airfreight Customer Service team based in Hounslow, driving exceptional service, operational excellence and customer retention across our Aerospace, Retail and General Cargo sectors.

You will oversee global customer account management, ensuring customer requirements are proactively managed from booking through to delivery. You will build strong relationships with key customers, including airline customers, through regular engagement, customer visits and Quarterly Business Reviews (QBRs).

This is an opportunity to make a real impact on customer experience, service performance and continuous improvement within a busy airfreight environment.

Salary: Up to £55,000 DOE

WHAT ARE YOU GOING TO DO?

• Oversee end-to-end customer service activities, including shipment visibility, customer communication, exception management and issue resolution.
• Conduct customer visits and lead QBRs, reviewing performance, addressing concerns and identifying opportunities to strengthen relationships.
• Monitor KPIs covering customer satisfaction, response times, shipment milestones, complaints and operational quality.
• Work closely with Operations, Gateway, Commercial, Transport, Customs and Network teams to ensure seamless shipment execution.
• Identify opportunities to improve processes, operational efficiency, service consistency and the overall customer experience.

WHAT ARE WE LOOKING FOR?

• Proven experience leading customer service teams within an airfreight forwarding or logistics environment.
• Experience managing key customer relationships and global customer accounts, ideally including airline customers.
• Strong airfreight operational knowledge and an understanding of end-to-end shipment management.
• Experience managing customer escalations, improving service performance and driving customer retention.
• Experience conducting customer visits, presenting performance reviews and leading business reviews with senior customer stakeholders.

WHAT DO WE HAVE TO OFFER?

With a genuine culture of reward and recognition, we want our employees to grow, develop and be part of our journey. We offer a benefits package that includes competitive annual leave entitlement with a fantastic holiday buy scheme, pension and life assurance along with access to an employee benefits platform that offers discounts on gym memberships and money off vouchers for a diverse range of retail, travel and hospitality brands. There’s no doubt that you will be compensated for your hard work and commitment so if you’d like to work for one of the top Logistics providers in the world then please do get in touch to find your next role.

ABOUT TOMORROW

We value your professional and personal growth. That’s why we share plenty of career opportunities for you to thrive within CEVA. Join CEVA for a challenging career.

CEVA Logistics UK&I is committed to attracting, acquiring and retaining the best possible candidates in an equal and inclusive way that is consistent with employment legislation and best practice. We aim to select the best available person for every vacancy irrespective of age, disability, colour, race, nationality, ethnic or national origin, religion or belief, political beliefs, sex, sexual orientation, gender reassignment and marital or civil partnership status.
Please note that candidates will be subject to the necessary right to work checks for the UK and Ireland.

Information at a Glance

Rise in motion with CMA CGM Group: where ambition meets opportunity.

Join a global team of nearly 200 nationalities, shaping the future of global trade, moving essential goods, forging new paths, and pushing boundaries to serve an ever-changing world.

The pace is fast, the challenges are real, but the rewards are greater: growth, purpose, and the chance to make a meaningful impact. This is more than a job. It’s a journey on which you rise.

See how you can rise