Build strong customer relationships. Drive service excellence. Be part of a growing global logistics business.
Are you passionate about delivering
exceptional customer service and building long-term client relationships? Do you have experience in international freight forwarding and enjoy being the trusted point of contact for key customers?
We’re looking for an Experienced Import Customer Service to join our growing team. In this role, you’ll manage a portfolio of key accounts, ensuring every shipment is handled professionally while providing proactive communication, tailored reporting, and outstanding customer support.
This is an excellent opportunity to join a business that values its people, invests in technology, and offers genuine career development.
Why Join Us?
✔ Hybrid working environment with work-life balance
✔ Join a growing and financially stable international freight forwarding business
✔ Supportive and collaborative team culture
✔ Career development and ongoing industry training
✔ Opportunity to manage key customer relationships and make a real impact
✔ Competitive salary with opportunities for career progression
✔ Work with a wide range of international import customers across multiple industries
About the Role
Reporting to the Key Account Team Leader, you’ll be responsible for managing a portfolio of customers across Sea Freight (FCL & LCL), Air Freight, Customs Brokerage and Logistics Services, ensuring exceptional service delivery while identifying opportunities to
strengthen customer relationships and retention. You will become your customers’ trusted
logistics partner by providing proactive communication, coordinating operational requirements, resolving issues quickly, and ensuring shipments move smoothly from origin to destination.
Key Responsibilities
- Build and maintain strong relationships with key customers
- Deliver exceptional customer service and account management
- Manage customer enquiries, freight bookings and quotations
- Coordinate import shipments across FCL, LCL and Air Freight
- Liaise closely with Operations, Customs, Cartage and Procurement teams
- Prepare customer reporting including daily, weekly and monthly KPI reports
- Ensure customer SOPs, rates and billing requirements remain accurate
- Resolve customer issues quickly and professionally
- Monitor shipment progress and keep customers informed every step of the way
- Maintain accurate customer records within CW1 and CRM systems
- Identify opportunities to improve customer experience and profitability
- Attend customer meetings, reviews and business development opportunities where
required
About You
You’ll thrive in this role if you enjoy building relationships, solving problems and delivering exceptional customer experiences.
You’ll ideally have:
- Previous experience in an Account Management or Customer Service role within international freight forwarding
- Strong knowledge of Sea Freight (FCL & LCL), Air Freight and Customs processes
- Understandingof international shipping documentation, customs procedures and Incoterms
- Excellentcommunication and relationship-building skills
- High attention to detail with strong organisational skills
- Ability to prioritise workloads in a fast-paced environment
- Experience using CargoWise
- Strong problem-solving and decision-making abilities
- A positive, team-focused attitude with a passion for customer service
What Success Looks Like
You’ll be successful by:
- Providing fast responses to customer enquiries
- Building long-term customer relationships and increasing retention
- Ensuring shipments progress smoothly with proactive communication
- Maintaining accurate customer information and pricing
- Working collaboratively across operations, customs and transport teams
- Delivering a consistently high standard of customer service
Why You’ll Love Working Here
We’re proud of our collaborative culture where people genuinely support one another. We encourage continuous learning, celebrate success, and provide the tools and flexibility our team needs to thrive.
If you’re looking for an opportunity where your customer service expertise and freight forwarding knowledge will make a real difference, we’d love to hear from you.
Apply today and become part of a team that’s committed to delivering world-class logistics solutions.
Please submit your CV alongside with a cover letter.
