Freight & Logistics Customer Account Manager

Irish freight solutions Ltd.

Email info:@Irishfreightsolutions.com

JOB DESCRIPTION

Job title: Senior Customer Service Account Manager

Dept: Sales & Operations

Responsible 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

Hours of work: Monday - Friday (Full time position, hours are flexible)

Location: Bolton

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 optimize logistics operations,

reduce costs, and improve efficiency.

Irish freight solutions Ltd.

Email info:@Irishfreightsolutions.com

o Identify opportunities for upselling additional services to clients, discuss with

commercial manager/general manager on opportunities.

Customer Advocacy:

o Be an advocate for the customer within the organization, ensuring their needs and

concerns are prioritized.

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, organizational 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, [specify working hours, e.g., 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 Must live within a 10 mile radius of head office and have own transportation