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- Account Management: Act as the primary point of contact for assigned client accounts, developing strong, positive relationships and maintaining open lines of communication.
- Customer Service Excellence: Provide a high level of service by responding promptly to customer inquiries, resolving issues, and ensuring that client needs are consistently met or exceeded.
- Order Coordination: Oversee same-day delivery orders, coordinating with operations and logistics teams to ensure timely and accurate pickups, deliveries, and any special handling requests.
- Issue Resolution: Proactively identify potential service challenges and resolve issues swiftly, collaborating with internal teams and updating clients on resolutions and service adjustments.
- Logistics Liaison: Work closely with dispatch teams across the UK, Europe, and the US to confirm real-time order status, mitigate delays, and manage special requests.
- Account Growth: Support account growth by understanding client needs, identifying opportunities for upselling or additional services, and working with the sales team to maximize account value.
- Performance Monitoring: Track and report key performance metrics, including on-time delivery rates, service quality, and client feedback, and work to continuously improve service levels.
- Documentation and Compliance: Ensure all client orders and interactions are properly documented in CRM and adhere to all relevant regulations and company standards.
- Experience: 3+ years in a customer service or account management role, ideally within logistics, transportation, or a 3PL environment.
- Customer-Centric: Strong commitment to customer service excellence with a proactive and solution-oriented approach.
- Communication: Exceptional verbal and written communication skills; ability to communicate effectively across different levels of the organization and with clients from diverse backgrounds.
- Organizational Skills: Highly organized, with the ability to manage multiple accounts, prioritize tasks, and handle urgent issues efficiently.
- Problem-Solving: Quick thinker with excellent problem-solving skills, able to remain calm under pressure and make decisions confidently.
- Technical Proficiency: Comfortable using CRM software, Microsoft Office, and logistics-related software or tools.
- Geographical Knowledge: Familiarity with UK, European, and US geographies as related to transport and logistics operations is a plus.
- Team Collaboration: Strong team player with the ability to work collaboratively with internal departments and remote teams across multiple time zones.
- Impact: Be part of a company that’s driving fast, flexible logistics solutions across the globe.
- Career Development: Opportunities for advancement within the logistics and customer service fields.
- Dynamic Environment: Work in a fast-paced, customer-focused setting where no two days are the same.
- Competitive Compensation: We offer a competitive salary, benefits, and the chance to grow with a leading 3PL provider.
