Senior Customer Service Account Manager

Job Title – Senior Customer Service Account Manager Department – Sales & Operations Reports To – General Manager Location – Bolton BL6 Hours – Monday – Friday, full-time (flexible hours available) Purpose of Role The Senior Customer Service Account Manager will be responsible for managing and growing existing client accounts, ensuring operational excellence and delivering an outstanding customer experience. The role also involves identifying new business opportunities in line with company objectives, acting as the bridge between clients and internal teams to guarantee smooth service delivery. Client Relationship Management Build and maintain strong, long-lasting relationships with key clients. Act as the first point of contact for all client inquiries, concerns, and escalations. Ensure clients consistently receive exceptional levels of service. Logistics & Operations Management Oversee day-to-day logistics operations for assigned accounts. Coordinate with internal operations, customs, and transport teams to ensure efficient service. Proactively resolve logistical issues to minimise customer disruption. Performance Monitoring & Reporting Track KPIs such as delivery times and customer satisfaction metrics. Prepare and deliver regular client reports, highlighting performance trends. Report key findings and improvements directly to the General Manager. Problem Solving & Issue Resolution Address potential challenges in logistics proactively, ensuring swift resolutions. Manage escalations, complaints, shipment tracking, and delay mitigation. Cross-Functional Collaboration Work closely with sales, operations, customs, and finance teams to align client needs with business capabilities. Ensure clear communication across departments and with external stakeholders. Continuous Improvement & Growth Identify opportunities to optimise logistics processes, reduce costs, and increase efficiency. Spot upselling opportunities and liaise with the Commercial Manager/General Manager to develop proposals. Gather and analyse client feedback to improve service offerings. Customer Advocacy Act as the voice of the customer within the organisation. Champion client satisfaction and ensure their needs remain a business priority. Experience Minimum 2+ years’ experience in logistics, customer service, or account management. Strong knowledge of supply chain and logistics processes (transportation, customs, distribution). Demonstrable experience managing key customer accounts in a logistics/supply chain environment, with measurable results. Skills Excellent communication and interpersonal abilities. Strong problem-solving skills with the ability to act quickly under pressure. Proficiency with TMS (Transport Management Systems) and CRM software. High level of organisation, attention to detail, and ability to manage multiple accounts simultaneously. Personal Attributes Customer-focused mindset with a passion for service excellence. Self-motivated, proactive, and capable of working independently. Thrives in a fast-paced, dynamic environment. Working Conditions Full-time, Monday to Friday (flexible hours available). Occasional travel to client sites required. Bolton – BL6 Package 28 Days Holiday Including Bank Holidays Company Pension Free Parking Bonus up to £1,000 per month after probation based on team performance Teams nights out and much more