Customer Service Manager
Transport & Logistics
Monday – Friday | 8:00am – 6:00pm
£38-£42K + Benefits
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.
The Role
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.
Key Responsibilities
- Lead, coach and develop the customer service team, driving a culture of service excellence and accountability.
- Monitor team performance through KPIs, service standards and regular performance reviews.
- Act as the primary escalation point for customer complaints, service issues and recovery solutions.
- Build and maintain strong relationships with key customers, ensuring expectations are managed effectively.
- Work closely with Transport, Operations and Warehouse teams to resolve service issues and maintain high service levels.
- Manage customer enquiries relating to deliveries, collections, POD requests, damages, shortages and network-related queries.
- Monitor and report on customer service performance, identifying trends and opportunities for improvement.
- Drive continuous improvement initiatives across customer service processes, systems and workflows.
- Support customer retention strategies and ensure compliance with customer contracts, SLAs and service commitments.
- Collaborate with sales and operational teams to enhance customer experience and support business growth.
The Person
Essential
- Previous customer service management experience within logistics, transport, distribution or supply chain.
- Strong leadership, communication and stakeholder management skills.
- Experience handling customer escalations and service recovery.
- Strong organisational, analytical and problem-solving abilities.
- Experience monitoring KPIs and producing performance reports.
- Proficient in Microsoft Office, particularly Excel.
Desirable
- Experience within a pallet network.
- Knowledge of transport operations, logistics processes and SLAs.
- Experience using Transport Management Systems (TMS).
What’s on Offer?
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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