Customer service and business development - Logistics

We are seeking an experienced person who has sales & business development experience and worked within logistocs / freight. The role is responsible for ensuring safe, efficient and compliant operations while driving service performance, process improvements and revenue growth opportunities.

The successful candidate will act as a key operational leader, managing day-to-day business activities, monitoring performance against KPIs, supporting strategic initiatives and ensuring high standards of customer service across all operational areas.

Warehouse Operations

• Manage day-to-day operations of the Multiuser Warehouse (MUW) ensuring safe, efficient and compliant performance.
• Act as subject matter expert for OMNI and SOM warehouse systems, troubleshooting operational issues where possible.
• Maintain data integrity and adherence to warehouse workflows and procedures.
• Develop and maintain SOPs, training materials and process documentation.
• Deliver training and coach operational teams to improve capability and performance.
• Monitor operational KPIs and address any performance issues proactively.
• Lead investigations into operational issues and stock discrepancies and ensure root cause resolution.
• Ensure compliance with health & safety regulations, company policies and audit requirements.

Additional Services Operations

• Oversee daily operations of the Additional Services department, including parcel deliveries and service coordination.
• Manage financial reporting and monthly invoicing processes for additional services.
• Monitor service performance against KPIs and contractual requirements.
• Identify opportunities to introduce new services and revenue streams.
• Produce monthly dashboards analysing revenue performance, trends and opportunities.
• Work with internal stakeholders to implement new operational service offerings.

Customer Service Management

• Manage the Customer Service department, ensuring efficient handling of calls, emails and booking requests.
• Oversee rota planning, holiday approvals and sickness cover.
• Monitor attendance and team performance, providing coaching where required.
• Ensure accurate record keeping within internal systems (including AMIS).
• Maintain high standards of customer communication and professional service delivery.

Operational Strategy & Performance

• Support development and delivery of short-term operational strategies aligned with business objectives.
• Analyse operational and financial data to identify improvement opportunities.
• Coordinate cross-departmental initiatives and monitor performance against targets.
• Provide regular reporting and performance updates to senior leadership.

Quality & Continuous Improvement

• Support process development and drive adherence to operational procedures.
• Lead root cause investigations and implement corrective actions to prevent operational failures.
• Support internal and external audits and ensure strong compliance outcomes.
• Promote continuous improvement and operational resilience across teams.

Required Experience & Background

• Previous experience in an Operations Manager, Warehouse Manager, or Logistics Manager role.
• Strong background in warehouse operations, logistics or supply chain environments.
• Experience managing customer service or operational support teams.
• Demonstrated experience monitoring KPIs, operational performance and service delivery.
• Experience leading process improvement initiatives and operational investigations.
• Strong understanding of health & safety, compliance and operational governance.
• Experience working with warehouse management systems (WMS) or similar operational platforms.
• Proven leadership experience including staff coaching, training and performance management.

Preferred Skills

• Experience managing multi-site or multi-service operations.
• Experience with financial reporting, revenue analysis or service billing processes.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Experience supporting operational strategy and business improvement initiatives.