Job Title: Account Executive (Senior Customer Service Focus)
Location: Melksham, UK
 
About Us
We are a leading third-party logistics (3PL) provider specializing in same-day delivery solutions. Operating across the UK, Europe, and parts of the US, we pride ourselves on delivering fast, reliable, and flexible logistics services that meet the diverse needs of our clients. Our team is dynamic and committed to excellence, and we’re looking for an experienced Account Executive with a strong customer service orientation to join us at our Melksham office.
 
Role Overview
As an Account Executive, you will play a pivotal role in ensuring high levels of customer satisfaction by acting as a trusted advisor and main point of contact for our clients. This role is akin to a Senior Customer Service Advisor and is designed to support and strengthen our customer relationships, manage queries, and facilitate seamless logistics services. You will be responsible for managing accounts, coordinating same-day deliveries, troubleshooting client issues, and ensuring a consistent, high-quality experience for our customers across multiple geographies.
 
Key Responsibilities
*Account Management: Act as the primary point of contact for assigned client accounts, developing strong, positive relationships and maintaining open lines of communication.
*Customer Service Excellence: Provide a high level of service by responding promptly to customer inquiries, resolving issues, and ensuring that client needs are consistently met or exceeded.
*Order Coordination: Oversee same-day delivery orders, coordinating with operations and logistics teams to ensure timely and accurate pickups, deliveries, and any special handling requests.
*Issue Resolution: Proactively identify potential service challenges and resolve issues swiftly, collaborating with internal teams and updating clients on resolutions and service adjustments.
*Logistics Liaison: Work closely with dispatch teams across the UK, Europe, and the US to confirm real-time order status, mitigate delays, and manage special requests.
*Account Growth: Support account growth by understanding client needs, identifying opportunities for upselling or additional services, and working with the sales team to maximize account value.
*Performance Monitoring: Track and report key performance metrics, including on-time delivery rates, service quality, and client feedback, and work to continuously improve service levels.
*Documentation and Compliance: Ensure all client orders and interactions are properly documented in CRM and adhere to all relevant regulations and company standards.
Skills and Experience
*Experience: 3+ years in a customer service or account management role, ideally within logistics, transportation, or a 3PL environment.
*Customer-Centric: Strong commitment to customer service excellence with a proactive and solution-oriented approach.
*Communication: Exceptional verbal and written communication skills; ability to communicate effectively across different levels of the organization and with clients from diverse backgrounds.
*Organizational Skills: Highly organized, with the ability to manage multiple accounts, prioritize tasks, and handle urgent issues efficiently.
*Problem-Solving: Quick thinker with excellent problem-solving skills, able to remain calm under pressure and make decisions confidently.
*Technical Proficiency: Comfortable using CRM software, Microsoft Office, and logistics-related software or tools.
*Geographical Knowledge: Familiarity with UK, European, and US geographies as related to transport and logistics operations is a plus.
*Team Collaboration: Strong team player with the ability to work collaboratively with internal departments and remote teams across multiple time zones.
Why Join Us?
*Impact: Be part of a company that’s driving fast, flexible logistics solutions across the globe.
*Career Development: Opportunities for advancement within the logistics and customer service fields.
*Dynamic Environment: Work in a fast-paced, customer-focused setting where no two days are the same.
*Competitive Compensation: We offer a competitive salary, benefits, and the chance to grow with a leading 3PL provider.