Airfreight Customer Service Manager

YOUR ROLE

At CEVA Logistics, we are looking for an experienced Customer Service Manager to lead and develop our Airfreight Customer Service team based in Hounslow, driving exceptional service, operational excellence and customer retention across our Aerospace, Retail and General Cargo sectors.

You will oversee global customer account management, ensuring customer requirements are proactively managed from booking through to delivery. You will build strong relationships with key customers, including airline customers, through regular engagement, customer visits and Quarterly Business Reviews (QBRs).

This is an opportunity to make a real impact on customer experience, service performance and continuous improvement within a busy airfreight environment.

Salary: Up to £55,000 DOE + package.

WHAT ARE YOU GOING TO DO?

• Oversee end-to-end customer service activities, including shipment visibility, customer communication, exception management and issue resolution.
• Conduct customer visits and lead QBRs, reviewing performance, addressing concerns and identifying opportunities to strengthen relationships.
• Monitor KPIs covering customer satisfaction, response times, shipment milestones, complaints and operational quality.
• Work closely with Operations, Gateway, Commercial, Transport, Customs and Network teams to ensure seamless shipment execution.
• Identify opportunities to improve processes, operational efficiency, service consistency and the overall customer experience.

WHAT ARE WE LOOKING FOR?

• Proven experience leading customer service teams within an airfreight forwarding or logistics environment.
• Experience managing key customer relationships and global customer accounts, ideally including airline customers.
• Strong airfreight operational knowledge and an understanding of end-to-end shipment management.
• Experience managing customer escalations, improving service performance and driving customer retention.
• Experience conducting customer visits, presenting performance reviews and leading business reviews with senior customer stakeholders.

WHAT DO WE HAVE TO OFFER?

With a genuine culture of reward and recognition, we want our employees to grow, develop and be part of our journey. We offer a benefits package that includes competitive annual leave entitlement with a fantastic holiday buy scheme, pension and life assurance along with access to an employee benefits platform that offers discounts on gym memberships and money off vouchers for a diverse range of retail, travel and hospitality brands. There’s no doubt that you will be compensated for your hard work and commitment so if you’d like to work for one of the top Logistics providers in the world then please do get in touch to find your next role.

ABOUT TOMORROW

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