Job Title

Customer Account ManagerWest Midlands - Office-basedReports To - Sales DirectorJob OverviewThe Customer Account Manager is responsible for managing and developing key customer relationships, ensuring high levels of service delivery, and acting as the main point of contact between customers and internal operations. The role focuses on customer retention, service performance, and identifying opportunities for account growth within the haulage and logistics sector.Key ResponsibilitiesCustomer Relationship ManagementAct as the primary point of contact for allocated internal and external customer accountsBuild and maintain strong, long-term customer relationshipsEnsure customer requirements and service level agreements (SLAs) are fully understood and metHandle customer queries, service issues, and escalations in a professional and timely mannerAccount & Service ManagementMonitor daily and ongoing service performance for assigned accountsLiaise closely with transport planners, and operations teams to ensure smooth deliveryProactively identify and resolve potential service issues before they impact the customerTrack KPIs such as on-time delivery, claims, and service complianceCommercial & Account DevelopmentSupport contract renewals, pricing discussions, and service reviewsIdentify opportunities for additional services, increased volumes, or improved efficienciesAssist with onboarding new customers and implementing new contractsMaintain accurate account records, pricing, and customer documentationAdministration & ReportingPrepare regular customer performance reports and review meetingsMaintain CRM systems and customer files accuratelyEnsure all customer communications and agreements are documentedSkills & ExperienceEssentialPrevious experience in customer account management, ideally within haulage, transport, or logisticsStrong communication and relationship-building skillsAbility to manage multiple accounts in a fast-paced environmentExcellent problem-solving and organisational skillsConfident working with transport management systems (TMS), CRM tools, and MS OfficeDesirableKnowledge of UK haulage operations and complianceExperience with service level agreements and contract managementCommercial awareness and basic pricing knowledgePersonal AttributesCustomer-focused with a proactive mindsetCalm under pressure and solutions-orientedProfessional, reliable, and detail-orientedTeam player with the ability to work independentlyWorking HoursMonday to Friday 8am – 4pm (with flexibility to support operational requirements)