Airfreight Customer Service Manager

CEVA Logistics; Hounslow; On-site; GBP 33,000 - 55,000; Full time

Benefits offered by this job

Annual leave

Pension

Life assurance

Gym discounts

Retail discounts

Job summary

CEVA Logistics in Hounslow seeks an experienced Customer Service Manager to lead and develop the Airfreight Customer Service team across Aerospace, Retail and General Cargo sectors. You will oversee global account management from booking through delivery, build strong relationships with airline customers, and drive exceptional service and continuous improvement.

This role focuses on customer experience, performance, and retention in a busy airfreight environment, with opportunities to influence

Qualifications

• Experience in an airfreight forwarding or logistics environment.
• Proven ability to lead customer service teams and manage key customer relationships.
• Strong knowledge of KPIs and service metrics used in airfreight.

Responsibilities

• Oversee end-to-end customer service activities across airfreight operations.
• Conduct customer visits and lead QBRs with senior stakeholders.
• Monitor KPIs for customer satisfaction, response times and operational quality.
• Collaborate with Operations, Gateway, Commercial, Transport, Customs and Network teams.
• Identify opportunities to improve processes and drive customer retention.

Skills

Airfreight knowledge

Customer relationship management

KPI management

Stakeholder engagement

Team leadership

Tools

CRM software

QBRs presentations

Job description

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 + package.

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

ABOUT TOMORROW

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