COMPANY OVERVIEW

LTS Global Solutions Ltd is a leading distribution and logistics company based in Coleshill, Birmingham, dedicated to providing efficient supply chain solutions. Our commitment to excellence and customer satisfaction drives us to deliver high-quality services tailored to our clients’ needs.

SUMMARY

At LTS Global Solutions, we pride ourselves on delivering exceptional logistics solutions with a customer-first mindset. We’re looking for a proactive and detail-oriented Customer Success Manager to join our team and ensure our clients receive outstanding service from start to finish.
This role is perfect for someone who thrives in a fast-paced environment, loves solving problems, and is passionate about creating seamless customer experiences.

EXPERIENCE SKILLS:

• Proven experience in customer success, account management, or customer service in logistics or supply chain
• NVQ or equivalent in Management or Business studies.
• Intermediate skills in MS Word, Excel, PowerPoint, Outlook.
• Writing and delivering SOPs, Processes and Procedures
• High levels of attention to detail.
• Detailed working knowledge of Warehouse Management Systems.
• Experience in onboarding new clients across all aspects of the operation.
• Excellent working knowledge of implementing and maintaining efficiency management across all areas of responsibility.

APTITUDES AND ABILITIES:

• Excellent communication and interpersonal abilities
• Data-driven mindset with experience tracking KPIs and using CRM tools
• A proactive, problem-solving attitude and a passion for delivering great service
• High degree of verbal/numerical & analytical ability.
• A ‘can do’ approach to problem-solving.
• Flexible & adaptable in time-pressurised environments.
• Ability to learn new skills/ approaches to continuously improve adherence and compliance.
• Confidence to deal with varying situations ensuring the most effective outcome.
• A self-starter able to work using own initiative.
• Strong administrative and organisational skills.
• The ability to think logically and follow things through to completion.
• Ability to work flexibly & to make decisions quickly.
• Confident in delivering training to employees to a high standard.
• A commitment to self-development and self-improvement.

DEMONSTRATES KNOWLEDGE OF:

• Warehousing and Fulfilment operations.
• Customer success and account management
• Efficiency management.
• Best Practice for operational management.

EXPERIENCE OF:

• Working within a busy 3PL logistics environment
• Delivering training to a variety of staff
• Quality management systems
• Internal audits

• Maintain a safe working environment by ensuring the warehouse Logistics business unit complies with statutory law, company policy & the safe operation of the Warehousing operations.
• Serve as the main point of contact for key clients, ensuring their needs are met with professionalism and care
• Build strong, long-term relationships that drive customer satisfaction and loyalty
• Proactively identify opportunities to improve the customer journey
• Monitor and report on customer service KPIs, including response times, resolution rates, and satisfaction scores
• Use data to identify trends, areas for improvement, and opportunities for innovation
• Collaborate with internal teams to ensure service levels are consistently met or exceeded
• Oversee customer account documentation, service agreements, and onboarding processes
• Maintain accurate records in CRM and logistics systems
• Support the coordination of service delivery across departments
• Handle escalations and complex queries with a solutions-focused approach
• Ensure timely and effective communication with clients across all channels
• Train and support customer service team to uphold high service standards
• Ensure all operational functions are delivered to the highest quality and in the most efficient manner in line with customer expectations and contractual obligations.
• Ensure that the operational manning levels are adequate to be able to fulfil the required workload and within budget.
• Work closely with Finance, Transport, Global and the senior management team to ensure that a smooth operational collaboration is maintained across all areas and positively promote all 3 pillars of the LTS Global Solutions business.
• Proactively manage all shift patterns that are in operation now and in the future ensuring that timekeeping and attendance are monitored and controlled in line with company policies.
• Carry out Disciplinaries where required and support the shift management team with appraisals, return to works in close co-operation with HR and ensure all HR matters are carried out in a professional and dignified manner.
• Responsibility for the Logistics customer service and admin operation ensuring that all daily workloads are completed in time and in full and in line with the customer quality standards and timelines.
• Work closely with sales functions to assist with costings, proposals and tenders.
• Work closely with the EQHS Lead to ensure that all SOPs are up to date and exceed customer expectations at all times.
• Where quality standards have not met the minimum requirements; all instances are investigated and rectified and trained out in co-operation with EQHS Lead.
• Creating and promoting best practices for staff and leading from the front to provide a positive and proactive culture in all areas of responsibility.
• Assisting with the company’s commitment by proactively driving the company’s quality management system and where required creating a standardised format across all processes and procedures.
• Ensuring all WMS system data is accurate for both Master Data and volume integrity.
• Involvement in projects as required for continual improvement to help the business achieve our standards and where possible exceed them to provide first-class services to our clients creating a Centre of Excellence.
• Report to the business weekly KPI’s in connection with weekly invoicing, occupancy, pick efficiency, inbound and outbound performance.
• Overall objectives will be further developed in line with the company’s strategic objectives.