Job Title: Customer Success Manager
Salary: £40,000 per annum
Location: Coleshill B46
Hours: Full-time, 45 hours per week (Monday to Friday)
We are currently recruiting on behalf of a leading logistics provider seeking a proactive and customer-focused Customer Success Manager to join their team at Hams Hall. This is an excellent opportunity to join a dynamic and growing company with a strong customer-first culture and a commitment to operational excellence.
Purpose of the Role:
To act as the main point of contact for key customers, ensuring seamless service delivery across the business while proactively identifying opportunities for improvement and building strong, long-lasting client relationships.
Main Duties and Responsibilities:
* Act as the key liaison for major customer accounts, ensuring satisfaction and loyalty
* Monitor customer service KPIs, resolve queries, and escalate where necessary
* Collaborate with internal departments to maintain high-quality service levels
* Oversee onboarding processes and maintain customer documentation and contracts
* Utilise CRM and logistics systems to track customer interactions and performance
* Coordinate service delivery across teams and ensure accurate reporting
* Support operational efficiency, quality assurance, and continual service improvement
* Manage staffing levels, shift patterns, and compliance in line with HR policies
* Lead customer service/admin functions and ensure service delivery meets SLAs
* Assist in proposals, costings, and support tender submissions
* Maintain compliance with SOPs and ensure continuous improvement in all service areas
* Participate in projects and contribute to strategic business goals
* Report on KPIs including invoicing, pick performance, and occupancy levels
Experience / Knowledge Requirements:
* Proven experience in customer success, account management, or customer service within logistics/supply chain
* Strong background in warehouse management systems (WMS) and CRM platforms
* Experience creating SOPs, leading training, and driving service standards
* Skilled in using data for reporting and service improvements
* NVQ or equivalent in Business or Management
* Proficient in MS Office (Excel, Word, Outlook, PowerPoint)
* Experience in 3PL environments and onboarding new clients
* Excellent communication and relationship-building skills
* Analytical and detail-oriented with a data-driven mindset
* Solutions-focused and proactive approach
* Strong organisational skills and ability to work under pressure
* Confident in decision-making, training delivery, and team leadership
* Flexible, adaptable, and committed to continuous improvement
* Professional, trustworthy, and aligned with company values
Benefits:
* 22 days annual leave plus bank holidays
* Company pension scheme
* Life insurance
* Access to Employee Assistance Programme (including family support, legal/wellbeing advice, and retail discounts)
* Free on-site gym and secure parking
* Company uniform provided
To find out more about this opportunity, please contact Alice Connors at The Recruitment Group.