Senior Customer Service Account Manager

Deluxe Recruitment Ltd; Manchester; On-site; GBP 30,000 - 50,000; Full time

Job description

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:

1. Client Relationship Management:
   • Build and maintain strong, long-lasting relationships with key clients.
   • Act as the first point of contact for all client inquiries, concerns, and issues.
   • Ensure that client expectations are met and that they receive exceptional service at all times.
2. Logistics & Operations Management:
   • Oversee and manage the day-to-day logistics operations for assigned accounts.
   • Coordinate with internal teams (operations/customs) to ensure timely and efficient service levels.
   • Resolve any logistical issues that may arise, ensuring minimal disruption to customer service levels.
3. Performance Monitoring & Reporting:
   • Monitor key performance indicators (KPIs) such as delivery times and customer satisfaction metrics.
   • Provide regular reports to clients on performance metrics, highlighting successes and areas for improvement to General Manager.
4. Problem Solving & Issue Resolution:
   • Proactively address any potential issues or challenges in the logistics process, resolving them swiftly to maintain customer satisfaction.
   • Work closely with clients to resolve complaints, track shipments, and mitigate delays or disruptions.
5. Cross-Functional Collaboration:
   • Collaborate with internal departments (sales, operations, customs and finance) to align client needs with operational capabilities.
   • Ensure seamless communication between internal teams and external clients.
6. Continuous Improvement:
   • Suggest and implement process improvements to optimise logistics operations, reduce costs, and improve efficiency.
   • Identify opportunities for up-selling additional services to clients, discuss with commercial manager/general manager on opportunities.
7. Customer Advocacy:
   • Be an advocate for the customer within the organisation, ensuring their needs and concerns are prioritised.
   • Gather and analyse feedback from clients to improve service offerings and enhance the customer experience.

Candidate Requirements:

1. Experience:
   • Minimum of 5 years of experience in logistics, customer service, or account management roles.
   • Strong understanding of supply chain and logistics processes, including transportation, customs and distribution.
   • Previous experience in managing high-level customer accounts or key clients in a logistics or supply chain environment with case studies.
2. Skills:
   • Excellent communication and interpersonal skills to effectively manage client relationships and collaborate with internal teams.
   • Strong problem-solving abilities and the ability to think quickly on your feet.
   • Proficiency with logistics management TMS software and CRM tools.
   • High attention to detail, organisational skills, and the ability to manage multiple accounts simultaneously.
3. Personal Attributes:
   • Strong client-centric attitude with a focus on customer satisfaction.
   • Ability to thrive in a fast-paced, dynamic environment.
   • Proactive, self-motivated, and able to work independently.

Working Conditions:

1. Full-time position, Monday to Friday, 9 am to 5 pm.
2. Occasional travel may be required for client meetings and site visits.
3. Carry out any other reasonable requests by management.
4. Desirably live local of head office and have own transport.