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- Tasks: Be the go-to person for key customers, ensuring top-notch service and satisfaction.
- Company: Join a leading logistics provider with a strong customer-first culture.
- Benefits: Enjoy 22 days annual leave, a pension scheme, life insurance, and a free gym.
- Why this job: This role offers growth in a dynamic environment with a focus on client relationships.
- Qualifications: Experience in customer success or account management in logistics is essential.
- Other info: Full-time position with opportunities for professional development and team leadership.
The predicted salary is between 32000 - 48000 £ per year.
We are currently recruiting on behalf of a leading logistics provider seeking a proactive and customer-focused Customer Success Manager to join their team at Hams Hall. This is an excellent opportunity to join a dynamic and growing company with a strong customer-first culture and a commitment to operational excellence.
Purpose of the Role: To act as the main point of contact for key customers, ensuring seamless service delivery across the business while proactively identifying opportunities for improvement and building strong, long-lasting client relationships.
Main Duties and Responsibilities:
- Act as the key liaison for major customer accounts, ensuring satisfaction and loyalty
- Monitor customer service KPIs, resolve queries, and escalate where necessary
- Collaborate with internal departments to maintain high-quality service levels
- Oversee onboarding processes and maintain customer documentation and contracts
- Utilise CRM and logistics systems to track customer interactions and performance
- Coordinate service delivery across teams and ensure accurate reporting
- Support operational efficiency, quality assurance, and continual service improvement
- Manage staffing levels, shift patterns, and compliance in line with HR policies
- Lead customer service/admin functions and ensure service delivery meets SLAs
- Assist in proposals, costings, and support tender submissions
- Maintain compliance with SOPs and ensure continuous improvement in all service areas
- Participate in projects and contribute to strategic business goals
- Report on KPIs including invoicing, pick performance, and occupancy levels
Experience / Knowledge Requirements:
- Proven experience in customer success, account management, or customer service within logistics/supply chain
- Strong background in warehouse management systems (WMS) and CRM platforms
- Experience creating SOPs, leading training, and driving service standards
- Skilled in using data for reporting and service improvements
- NVQ or equivalent in Business or Management
- Proficient in MS Office (Excel, Word, Outlook, PowerPoint)
- Experience in 3PL environments and onboarding new clients
- Excellent communication and relationship-building skills
- Analytical and detail-oriented with a data-driven mindset
- Solutions-focused and proactive approach
- Strong organisational skills and ability to work under pressure
- Confident in decision-making, training delivery, and team leadership
- Flexible, adaptable, and committed to continuous improvement
- Professional, trustworthy, and aligned with company values
Benefits:
- 22 days annual leave plus bank holidays
- Company pension scheme
- Life insurance
- Access to Employee Assistance Programme (including family support, legal/wellbeing advice, and retail discounts)
- Free on-site gym and secure parking
- Company uniform provided
To find out more about this opportunity, please contact Alice Connors at The Recruitment Group.
Customer Success Manager in Birmingham employer: The Recruitment Group
Contact Detail:
The Recruitment Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager in Birmingham
✨Tip Number 1
Familiarise yourself with the logistics and supply chain industry. Understanding the key challenges and trends in this sector will help you engage in meaningful conversations during interviews and demonstrate your commitment to the role.
✨Tip Number 2
Network with professionals in customer success and logistics. Attend industry events or join relevant online forums to connect with others in the field. This can provide valuable insights and potentially lead to referrals.
✨Tip Number 3
Prepare specific examples of how you've successfully managed customer relationships in the past. Highlight your experience with KPIs, onboarding processes, and any improvements you've implemented to showcase your proactive approach.
✨Tip Number 4
Research StudySmarter and our company culture. Understanding our values and mission will allow you to tailor your discussions and show how you align with our customer-first approach, making you a more attractive candidate.
We think you need these skills to ace Customer Success Manager in Birmingham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success, account management, or logistics. Use keywords from the job description to demonstrate that you meet the specific requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your proactive approach. Mention specific examples of how you've improved customer satisfaction or streamlined processes in previous roles.
Highlight Relevant Skills: Emphasise your skills in using CRM and logistics systems, as well as your analytical abilities. Mention any experience with warehouse management systems and your proficiency in MS Office, particularly Excel.
Showcase Your Achievements: Include quantifiable achievements in your application, such as improvements in customer satisfaction scores or successful onboarding of new clients. This will help demonstrate your impact in previous roles.
How to prepare for a job interview at The Recruitment Group
✨Know Your Customer Success Metrics
Familiarise yourself with key performance indicators (KPIs) relevant to customer success in logistics. Be prepared to discuss how you have monitored and improved these metrics in your previous roles.
✨Demonstrate Your Problem-Solving Skills
Think of specific examples where you've resolved customer issues or improved service delivery. Highlight your proactive approach and how it led to increased customer satisfaction.
✨Showcase Your Communication Skills
As a Customer Success Manager, strong communication is vital. Prepare to discuss how you've built relationships with clients and collaborated with internal teams to ensure seamless service.
✨Be Ready to Discuss Data-Driven Decisions
Since the role requires an analytical mindset, be prepared to talk about how you've used data to drive improvements in service delivery. Bring examples of reports you've created or insights you've derived from data.
