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: 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 optimise logistics operations, reduce costs, and improve efficiency. o Identify opportunities for up-selling additional services to clients, discuss with commercial manager/general manager on opportunities. Customer Advocacy: o Be an advocate for the customer within the organisation, ensuring their needs and concerns are prioritised. 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, organisational 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, 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 Desirably live local of head office and have own transport.