Operations / Customer Service Manager - Heathrow - Freight Forwarding

Operations / Customer Service Manager Salary: £50,000 – £55,000 + Benefits

Up to £60,000 for candidates with Customs Clearance experience

Location: Heathrow Monday – Friday | Office-based with 1 day WFH

The Opportunity

We are working with an established and growing freight forwarding business launching a new operation in the Heathrow area. They are looking for an experienced Operations / Customer Service Manager to take ownership of the day-to-day operation and play a key role in establishing the new office.

The initial focus will be on Ocean and Road Freight , with Air Freight forming a secondary part of the role.

The Role

You will be responsible for managing end-to-end freight forwarding operations, delivering excellent customer service and developing strong relationships with carriers and service providers.

Key responsibilities will include:

• Managing end-to-end Ocean and Road Freight operations
• Supporting Air Freight shipments as required
• Managing customer requirements and ensuring shipments are handled efficiently from start to finish
• Obtaining and negotiating freight rates and supporting pricing activity
• Building and maintaining strong relationships with shipping lines, hauliers, airlines and other service providers
• Resolving operational issues and providing practical solutions
• Ensuring a consistently high level of customer service and communication
• Taking ownership of operational processes and helping establish the new Heathrow operation
• Working proactively with a service excellence and can-do mindset

About You

We are looking for an experienced freight forwarding professional with strong knowledge of Ocean and Road Freight operations and the ability to take ownership of customers and shipments.

You will ideally have:

• Strong experience within freight forwarding
• Solid Ocean and Road Freight operational experience
• Exposure to Air Freight
• Experience dealing directly with carriers and negotiating rates
• Strong customer service and communication skills
• A solutions-focused, proactive and can-do approach
• Commercial awareness and confidence handling pricing
• The ability to work independently and take ownership
• Customs Clearance experience would be highly advantageous

What's on Offer?

• £50,000 – £55,000 annual salary
• Up to £60,000 for candidates with Customs Clearance experience
• 1 day working from home per week once the office is established
• Opportunity to join an established forwarder during an exciting period of growth
• Genuine opportunity to have an influence on the development of the Heathrow operation
• Initially, the role can be home-based while the new office is being finalised

If you have strong Ocean and Road Freight experience and are looking for an opportunity to take ownership of a new operation, we'd like to hear from you.