Contract Logistics - Customer Service Manager
Job ID: 5778 | Work Model: Full-Time | Contract Type: Permanent | Job Category: Contract Logistics / Supply Chain Management
Role: Contract Logistics - Customer Service Manager
Contract: Permanent
Hours: Monday – Friday 08:30-17:30
Location: Northampton
Why Join DACHSER?
At DACHSER, we’re a global family powering over 83 million shipments every year from fashion to life-saving medical supplies. Ranked among the world’s top logistics providers, we don’t just move goods we keep the world connected. What really sets us apart? Our people. Here, your ideas matter, your energy fuels success, and you’ll be part of a fast-paced, supportive team that’s shaping the future of logistics.
Purpose Of the Role:
The Customer Service Manager leads a high‑performing team responsible for delivering an exceptional customer experience across one or more contract logistics operations. Acting as the main point of contact for the customer, the role ensures all contractual obligations, SLAs, and KPIs are consistently achieved. Positioned at the centre of customer relations, operational delivery, and commercial performance, the Customer Service Manager drives customer satisfaction, retention, and sustainable contract growth while ensuring strong alignment and continuous improvement across warehousing, transport, and value‑added services.
Responsibilities
- Lead, coach, and develop the Customer Service team, driving engagement, accountability, and high service standards.
- Act as the main point of contact for key customers, building strong relationships and managing escalations to ensure issues are resolved quickly and effectively.
- Oversee SLAs, KPIs, and service performance, ensuring accurate reporting, identifying risks, and leading corrective and continuous improvement initiatives.
- Ensure consistent service delivery across warehousing, transport, and value‑added operations while maintaining full compliance with customer contracts and internal standards.
- Support commercial activities including contract renewals, scope changes, and identifying opportunities for efficiency, value‑added services, and service enhancements.
- Collaborate closely with Operations, Transport, Warehouse, IT, and Finance to translate customer requirements into clear operational actions and support change management and onboarding.
- Champion a customer‑centric, “right first time” culture while ensuring compliance with health & safety, quality, security, and data integrity requirements.
The ideal candidate will have
- Strong proficiency in Microsoft 365, including Excel, Outlook, and Teams, with the ability to analyse data and produce clear reports.
- 5+ years’ experience in a fast‑paced, customer‑focused, or operational environment, ideally within logistics, supply chain, or a similar service‑driven industry.
- Proven success in leading and developing high‑performing teams, driving engagement, improving processes, and managing customer relationships at a senior level.
- 3+ years of management experience, including performance management, coaching, workload planning, and supporting career development.
- A track record of delivering against SLAs, KPIs, and service standards, with strong commercial awareness and the ability to influence both internal teams and customers.
- Excellent communication, problem‑solving, and decision‑making skills, with the confidence to handle escalations and represent the customer voice within the operation
Benefits That Support You
At DACHSER, we believe in taking care of our people inside and outside of work. Here’s what you can enjoy as part of our team:
- Free Car Parking - hassle-free parking every day, so your commute is stress-free.
- 25 Days annual leave plus 8 days bank holiday – generous time off to rest, recharge and enjoy life outside of work.
- Life Assurance - Death in Service benefit to provide peace of mind for you and your loved ones.
- Employee Assistance Programme - confidential support to help you manage any personal challenges affecting your wellbeing and work.
- Employee Discounts - from day one, access exclusive deals on holidays, fashion, supermarkets, gyms, insurance, and more.
- Pension Plan - a flexible, tax-efficient pension scheme where you decide your contribution level, helping you plan.
- Health Perks - free eye tests and money-off vouchers to keep you feeling your best.
- Internal Referral Fees - know someone perfect for the team? Earn rewards by referring great talent.
- Long Service Awards - we celebrate and reward your loyalty and commitment over time.
Join Our Inclusive Family
At DACHSER, everyone is welcome. Diversity and equal opportunities are at the heart of who we are. We value the unique qualities each person brings, believing that diverse teams drive innovation and success. Because for us, logistics is a people business — and we can’t wait to meet you.