Multimodal Account Manager

We are seeking a highly organised and proactive Multi-Modal Account Manager to oversee end-to-end logistics operations across air, ocean, road, and rail freight. This role is ideal for a commercially aware logistics professional who thrives in a collaborative team culture and is committed to delivering exceptional customer service while upholding high operational standards.

You will manage client accounts from booking through to final delivery, ensuring compliance with all regulatory requirements including customs declarations, documentation, and invoicing. This role requires someone who can confidently build client relationships while keeping a close eye on margin, process accuracy, and continuous improvement.

• Handle the complete transportation process from origin to destination for imports, exports, and cross-trades.
• Accurately create and manage job files, pre-alerts, customs clearance, final delivery, billing, and costing.
• Ensure all shipments are correctly quoted, documented, and customs-cleared in a timely and compliant manner.
• Maintain internal systems including shipment schedules and records in line with SOPs and best practices.

• Act as the main point of contact for assigned clients, managing communications, issue resolution, and service delivery.

• Conduct regular follow-ups with clients on quotes, service updates, and satisfaction levels.

• Identify opportunities for account growth across new trade lanes, modes, or service offerings.

• Support client retention through regular check-ins, service reviews, and in-person meetings.

• Provide accurate quotations and proactively follow up within 24 hours.

• Ensure job costing and invoicing are completed correctly using appropriate charge codes.

• Mitigate financial risk and maximise profitability by monitoring KPIs, reducing unnecessary charges, and addressing discrepancies.

• Source and negotiate rates with suppliers when needed to ensure competitive pricing.

• Liaise with customers to obtain complete and accurate documents for customs declarations.
• Ensure customs duties and other statutory charges are collected or escalated as appropriate.
• Submit import/export entries to CDS, arrange cargo releases, and maintain documentation as per compliance requirements.

• Support process improvements and assist with operational changes as required.
• Collaborate with colleagues across operations and commercial teams to meet shared goals.
• Contribute to staff development, cross-training, and support others where needed.
• Comply with all relevant policies including HSE, confidentiality, and data security.

• Minimum 5 GCSEs (A*-C) or equivalent.
• Strong working knowledge of end-to-end multi-modal logistics operations.
• Awareness of customs compliance and CDS entry requirements.
• Familiarity with logistics platforms (e.g. CargoWise) desirable.
• Industry-recognised certifications (e.g., BIFA) advantageous.

• Demonstrated background in multi-modal freight forwarding, ideally across various modes.
• Experience managing customer accounts and service delivery.
• Good geographic knowledge and understanding of trade routes and transport providers.
• Familiarity with logistics KPIs and financial control.

• Strong verbal and written communication.
• Excellent time management and prioritisation.
• Analytical problem-solver under pressure.
• IT literate (MS Word, Excel, etc.).
• High attention to detail and accuracy in data handling.
• Self-starter with ability to work independently.

• Adaptable and flexible to evolving business needs.
• Positive attitude and team player.
• Willing to develop professionally and take on new challenges.
• Reliable and committed with a good attendance record.
• Able to travel or work outside of standard hours when necessary.