Right Now Group are working alongside a Large Global Freight Forwarder for their Tilbury Office who are looking for a Key Account Supervisor for one of their largest accounts.
Job Purpose:
- Oversee the Control Tower team, assigning daily tasks to ensure smooth operations.
- Ensure all team members receive comprehensive training to perform their roles to a high standard.
- Be adaptable and ready to assist other divisions or teams when needed.
- Provide full support to IFFO teams by delivering outstanding customer service and implementing best practices.
- Ensure compliance with all operational regulations, including CAA and GDP, and conduct audits when necessary.
- Meet all deadlines to maintain efficiency.
- Deliver exceptional service that makes each client feel like they are the clients top priority.
- Continuously enhance service offerings and equip teams with the knowledge and skills to serve clients effectively.
Key Responsibilities:
- Prioritize customer service and foster strong relationships from day one.
- Display flexibility and collaboration within the department to maintain consistent and uninterrupted service for clients.
- Lead and inspire cross-functional teams to deliver the best possible customer service
- Work within a multifunctional team to provide comprehensive client solutions.
- Plan and arrange international consignments according to client specifications.
- Monitor the end-to-end process of consignment movements.
- Respond promptly and efficiently to all inquiries and communications.
- Ensure adherence to company Data Quality KPIs by providing accurate tracking information.
- Manage and report KPIs in line with current SLAs, ensuring accuracy and maintaining clear communication both internally and externally.
- Follow and administer client-defined operating procedures.
- Provide daily updates on deviations from the agreed transport plan.
- Manage relationships with suppliers, ensuring they meet service expectations, and liaise with the Product Manager when necessary.
- Act as the escalation point for both customers and team members in cases of service failures or challenges.
- Perform any additional duties as assigned by your supervisor.
- Identify cross-training needs within the team to ensure business continuity and support personal development.
- Manage and maintain control over relevant email inboxes.
- Complete monthly reports and meet deadlines for annual staff appraisals and progress reviews.
Minimum Requirements:
- Strong knowledge and understanding of various transportation modes (Air, Road, Sea, Courier) for inbound, outbound, and cross-trade shipments.
- Confident in delivering presentations and comfortable in client-facing roles.
- Excellent verbal and written communication skills.
- A professional and friendly telephone manner and customer service skills.
- Strong attention to detail.
- Calm, friendly, and professional demeanor, even under pressure.
- Ability to meet fixed deadlines and manage pressure effectively.
- Enthusiastic, flexible, and self-motivated with a proactive approach to work.
- Well-organized and able to collaborate closely with internal departments.
- Willingness to work flexible hours during busy periods.
More Details:
Shift: Monday - Friday Hours: 09:00 - 17:30 Salary: £30,000 - £35,000
Suitable candidates will be contacted within 24 hours.