Account Manager

Customer Account Manager

West Midlands – Office-based

Reports To – Sales Director

Job Overview

The Customer Account Manager is responsible for managing and developing key customer relationships, ensuring high levels of service delivery, and acting as the main point of contact between customers and internal operations. The role focuses on customer retention, service performance, and identifying opportunities for account growth within the haulage and logistics sector.

Key Responsibilities

Customer Relationship Management

• Act as the primary point of contact for allocated internal and external customer accounts
• Build and maintain strong, long-term customer relationships
• Ensure customer requirements and service level agreements (SLAs) are fully understood and met
• Handle customer queries, service issues, and escalations in a professional and timely manner

Account & Service Management

• Monitor daily and ongoing service performance for assigned accounts
• Liaise closely with transport planners, and operations teams to ensure smooth delivery
• Proactively identify and resolve potential service issues before they impact the customer
• Track KPIs such as on-time delivery, claims, and service compliance

Commercial & Account Development

• Support contract renewals, pricing discussions, and service reviews
• Identify opportunities for additional services, increased volumes, or improved efficiencies
• Assist with onboarding new customers and implementing new contracts
• Maintain accurate account records, pricing, and customer documentation

Administration & Reporting

• Prepare regular customer performance reports and review meetings
• Maintain CRM systems and customer files accurately
• Ensure all customer communications and agreements are documented

Skills & Experience

Essential

• Previous experience in customer account management, ideally within haulage, transport, or logistics
• Strong communication and relationship-building skills
• Ability to manage multiple accounts in a fast-paced environment
• Excellent problem-solving and organisational skills
• Confident working with transport management systems (TMS), CRM tools, and MS Office

Desirable

• Knowledge of UK haulage operations and compliance
• Experience with service level agreements and contract management
• Commercial awareness and basic pricing knowledge

Personal Attributes

• Customer-focused with a proactive mindset
• Calm under pressure and solutions-oriented
• Professional, reliable, and detail-oriented
• Team player with the ability to work independently

Working Hours

Monday to Friday 8am – 4pm (with flexibility to support operational requirements)