Key Account Operator, Control Tower in Liverpool

To act as a customer focal point as part of the Control Tower- Key Account Customer Services Team.

The Key account team takes full responsibility for the end to end operational process managed on behalf of our Key Account Customers, this from point of booking to final delivery and all touch points in between.

The team works together to ensure that KPI’s (internal and external) are met and where possible exceeded.

There is a strong ‘Can do’ work ethic within the team as a we work to continually improve customer service and secure further volume whenever possible.

Essential to this is the ability to identify potential issues at the earliest opportunity and to present both internally and externally a proactive solution which can then be documented and shared internally.

A good commercial understanding is also required to spot and take advantages of opportunities that may be presented and to bring these to the attention of the Key account Manager.

The key account team also acts as a global cost centre, meaning all customer invoices are raised via the team therefore data accuracy is an essential requirement.

The performance of the account and the team is presented via quarterly business reviews to the customer

The Control Tower team handles the UK’s top tier clients and acts as single point of contact for these customers, our internal operations teams (where needed), nominated suppliers and agents within our network.

The intention of the team is for it to facilitate the growth of our top customers with Denholm Good Logistics through a proactive approach to customer service and a continuous improvement mindset.

The team will house commercial, operation and accounting responsibilities for these clients meaning that operators must be multiskilled and open to learning new tasks and taking responsibility for these.

Each operator on the team will have several team based, and individual specific objectives as part of the regular review and appraisal process.

This will be managed by their Manager.

Day to day team performance is managed against the customers agreed KPI’s / SLA’s with workload managed via the DGL productivity tools.

• The Day-to-Day
• To act as a key contact operationally for UK Key Account customers managed by the DGL Control Tower Team and to build relationships based on exceptional customer service standards
• The current role will initially be export focused but there is the opportunity to expand this to become a multimodal role handling all modes of transport
• To place and manage both import and export bookings (as required) with suppliers (Ocean Carriers, Hauliers, Rail Operators etc) as requested by the commercial account manager, creating related jobs in our system (Cargowise) and maintaining accurate records
• To ensure all processes are completed within the customers agreed KPI’s, this including the below:
• On Time Booking Confirmation
• On Time VGM and Customs Submission
• On Time Documentation
• Accurate and On Time Invoicing

• In relation to UK and EU Exports

• Managing container loadings, communicating late runner’s and proactively resolving issues
• Completing VGM upon loading and submitting UCR’s to the carrier
• Prepare and issue B/L’s and invoices within time guidelines

• In relation to UK Imports

• Managing of overseas agents in relation to carrier nomination and bookings
• Imports customs clearances
• Managing UK door deliveries, communicating late runners and proactively resolving issues
• Ensure data accuracy in our system to ensure tracking and analytical data is correct, managing and maintaining tracking information in via the customers preferred method of communication
• All duties to be undertaken with reference to Authorised Economic Operator (AEO) procedures and work instructions
• Ensuring all processes follow the SOP as implemented by the KAM, ensuring any changes or amendments required to the process are highlighted in order for the document to be accurately maintained
• The Person
• Positive ‘can do’ approach and a pro active mentality towards planning, highlighting, and resolving potential issues with team and manager before they arise
• Excellent communication and problem-solving skills
• 2 years Logistics experience preferred, either with a forwarder or shipping line
• Reliable with a strong work ethic
• To be able to prioritise and work in a fast-paced environment
• Open to learning different modes both imports and exports
• Excellent understanding of excel with the ability to create and maintain reporting.
• Knowledge of Cargowise an advantage but full training will be given
• Knowledge of UK Port Systems (CNS & Destin8)
• Knowledge of Import and export process
• The Need-to-Knows
• Reporting to: Control Tower/Key Account Manager

Denholm Good Logistics is an award-winning freight forwarder and logistics provider, providing shipping solutions to small medium and large growing companies.

Established for many generations and steeped in maritime history, the key to our success is not just our industry knowledge but our highly skilled and experienced people, who are dedicated to providing a first-class service to our customers.

With offices strategically positioned at major ports throughout the UK, as well as internationally in Türkiye and China, the business boasts a diverse team of employees.

Career progression and development of our people is key to our continuous growth and success.

At Denholm Good Logistics, we ensure our employees have access to development opportunities through our structured learning and development agenda, and ensure skill sets and career aspirations continually evolve, along with a focused people strategy that supports employee engagement.

Our recruitment process

All candidates that are short listed for an opportunity at Denholm Good Logistics will be invited to complete an employee profiling process in the first instance prior to being invited for an interview in person with local office management.

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