Are you an experienced Customer Service Manager looking to make a significant impact within a fast-paced transport and logistics operation?
We are recruiting on behalf of a leading logistics business seeking a commercially focused and customer-centric professional to lead and develop their customer service function. This is an excellent opportunity to join a growing organisation where customer experience, operational excellence, and continuous improvement are at the heart of the business.
Working closely with transport, warehousing, and operational teams, you will play a key role in delivering exceptional service levels whilst driving team performance and customer satisfaction.
As Customer Service Manager, you will be responsible for leading the customer service department, ensuring a seamless customer journey from collection through to delivery. You will manage customer escalations, monitor service performance, and drive continuous improvements across the function.
This position requires a proactive leader who can effectively balance customer expectations with operational requirements while maintaining strong relationships with key stakeholders.
- Lead, coach and develop the customer service team, driving a culture of service excellence and accountability.
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Monitor team performance through KPIs, service standards and regular performance reviews.
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Act as the primary escalation point for customer complaints, service issues and recovery solutions.
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Build and maintain strong relationships with key customers, ensuring expectations are managed effectively.
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Work closely with Transport, Operations and Warehouse teams to resolve service issues and maintain high service levels.
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Manage customer enquiries relating to deliveries, collections, POD requests, damages, shortages and network-related queries.
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Monitor and report on customer service performance, identifying trends and opportunities for improvement.
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Drive continuous improvement initiatives across customer service processes, systems and workflows.
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Support customer retention strategies and ensure compliance with customer contracts, SLAs and service commitments.
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Collaborate with sales and operational teams to enhance customer experience and support business growth.
Essential
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Previous customer service management experience within logistics, transport, distribution or supply chain.
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Strong leadership, communication and stakeholder management skills.
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Experience handling customer escalations and service recovery.
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Strong organisational, analytical and problem-solving abilities.
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Experience monitoring KPIs and producing performance reports.
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Proficient in Microsoft Office, particularly Excel.
Desirable
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Experience within a pallet network.
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Knowledge of transport operations, logistics processes and SLAs.
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Experience using Transport Management Systems (TMS).
Competitive salary and benefits package.
Opportunity to lead and shape a key business function.
Career development and progression opportunities.
Supportive and collaborative working environment.
The chance to make a real impact within a growing transport and logistics business.
If you are looking to take the next step in your Transport career click APPLY NOW!
GRN Search Group is a specialist recruitment consultancy working within the Supply Chain Industry and covers roles within: Transport & Logistics, Freight & Customs, Distribution & Storage and Procurement & Supply Chain.
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