Customer Service Advisor (Freight Forwarding) – Manchester – Up to £33,000 + Benefits DOE
Monday to Friday – - 9am to 5pm - 40 hours p/week
Are you passionate about delivering outstanding customer service in a fast-paced logistics environment? Do you thrive on building strong relationships, solving problems, and keeping operations running smoothly? If so, we want to hear from you.
We are seeking a proactive and customer-focused Customer Service Advisor to join our client’s growing team. Working closely with the Customer Service Supervisor, you will play a vital role in managing key customer accounts and ensuring exceptional service delivery from start to finish.
The Role:
As the main point of contact for assigned accounts, you will be responsible for ensuring a seamless customer experience across every interaction. From managing bookings and quotations to tracking shipments and resolving issues, you will take ownership of your accounts and act as a trusted partner to your clients.
You will collaborate closely with Sales, Operations, Transport, and Customs teams to ensure customer service excellence, while proactively communicating updates and resolving any challenges quickly and professionally.
Key Responsibilities:
Act as the primary contact for assigned customer accounts, providing excellent customer service
Manage bookings, quotations, shipment tracking, and enquiries
Monitor service level agreements and client KPIs
Proactively update clients on shipment status, delays, or service changes
Handle enquiries, complaints, and escalations efficiently and professionally
Support the onboarding of new clients, ensuring a smooth transition
Build and maintain strong relationships with internal and external stakeholders
Identify opportunities to enhance service quality and support business growth
Participate in customer site visits, virtual meetings, and regular telephone communication
Skills/Experience You’ll Need To Have:
Strong understanding of freight forwarding, with road freight knowledge highly valued
Excellent communication and interpersonal skills, enabling you to deliver five-star customer service.
A natural problem-solver with a calm and professional approach
Highly organised with the ability to prioritise and manage time effectively
Customer-centric mindset with a passion for relationship management
Comfortable working both independently and as part of a collaborative customer service team
Systems You’ll Use:
Internal TMS
Internal Quotation Tool
Freight Portal
Excel
Why Join?
You will be joining a supportive and collaborative customer service team in a dynamic logistics environment where customer service truly makes a difference. This is an opportunity to build long-term client relationships, develop your industry expertise, and contribute directly to the success of the Manchester branch.
The Client is massive on developing their own – there will be fantastic opportunities to develop and grow with them.
If you are ready to take ownership, deliver excellence, and grow within a forward-thinking freight forwarding business, we would love to receive your application.