Senior Customer Service Account Manager

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