Customer Solutions Administrator

Overview

Business Unit: BU Road Freight. Business Line: BL Road Freight. Target Hire Date: . We are recruiting for a Customer Solutions Administrator. The role is based in the Manchester Branch and reports to the Customer Solutions Supervisor.

The Customer Solutions Administrator is responsible for managing customer accounts, ensuring excellent communication and service levels, resolving issues efficiently, and maintaining strong customer relationships. The position includes handling customer enquiries, complaints and escalations and coordinating with internal departments such as Sales, Operations, Transport and Customs to deliver high-quality service.

• Act as the main point of contact for assigned customer accounts.
• Manage customer booking and enquiries, including quoting, tracking, issue resolution and status updates.
• Coordinate with internal departments (Sales, Operations, Transport, Customs) to ensure the highest standard of service.
• Monitor and maintain service level agreements and client KPIs.
• Proactively communicate with clients regarding shipment status, service changes or delays.
• Handle customer enquiries, complaints and escalations professionally and promptly.
• Develop and maintain strong, long‑term relationships with both internal and external stakeholders.
• Identify opportunities to improve service quality and establish potential for growth.
• Support onboarding of new clients and ensure a smooth transition.
• Provide support with customer site visits, Teams meetings and regular telephone communication.

• Strong understanding of freight forwarding; knowledge of road freight is particularly valued.
• Excellent communication, interpersonal and problem‑solving skills.
• Ability to prioritise tasks and manage time effectively.
• Customer‑centric mindset with a focus on relationship management.
• Ability to work independently and collaboratively in a team environment.
• Proficient with internal TMS, internal quotation tool, freight portal and Microsoft Excel.
• Analytical mindset, strong attention to detail.

• GCSE or equivalent in English and Math.
• Road freight background and proven record of internal sales.
• Strong customer service experience.