What you’ll be doing:

• Managing a portfolio of key B2B freight and logistics customers
• Acting as the day-to-day contact for customer communication, issues and service updates
• Building strong relationships across customer sites, internal teams and carrier networks
• Reviewing service performance, DIFOT / OTIF, claims, ticket volumes and recurring issues
• Preparing and leading regular account reviews, governance meetings and performance updates
• Identifying root causes behind service issues and driving practical action plans
• Coordinating with operations, customer service, carriers, systems, finance and commercial teams
• Reducing escalations by staying close to customers and surfacing issues early
• Fixing processes so the same problems do not keep repeating
• Keeping customers calm, informed and confident when issues occur

What success looks like:

You’ll be helping improve service outcomes, protect key customer relationships and grow the share of work handled across existing accounts.

Success in this role means fewer repeat issues, stronger communication rhythms, better customer retention and clear evidence that problems are being solved properly — not just pushed around the business.

What you’ll bring:

• Experience managing B2B customer relationships in freight, transport, logistics, parcel, 3PL, 4PL or a similar environment
• Strong communication and stakeholder management skills
• Confidence dealing with customers face-to-face, including on site
• A practical, commercial approach to solving service and operational issues
• Comfort working with service data, performance reporting and root cause analysis
• Ability to coordinate across operations, customer service, carriers and commercial teams
• A calm, firm and transparent style when pressure is high
• Strong follow-through, action tracking and meeting discipline
• A genuine ownership mindset — you do what you say you’ll do
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