Account Manager

The Customer Operations Account Manager plays a pivotal role in managing the end-to-end operational process for key customer accounts - from port arrivals and processing orders, through to vehicle deliveries and aftercare. Based in our Southampton office, you will embed yourself within your accounts to fully understand their needs and ensure seamless service delivery at every stage.
Acting as the main point of contact between clients and internal teams, you will manage daily workflows, resolve service issues, and proactively identify opportunities to improve performance. You'll stay close to the detail, track KPIs, and ensure all activity meets agreed service levels.
Beyond problem-solving, you'll build trusted relationships with customers by understanding their operational priorities and translating them into actionable improvements. Internally, you'll coordinate across departments to remove blockers, address issues, and drive continuous service enhancements.
This is not a sales role. It suits someone who is detail-oriented, confident engaging with clients at all levels, and motivated to deliver excellent customer outcomes through proactive, hands-on account management across the full service lifecycle.
Pay and Benefits
Salary negotiable depending on experience and qualifications
Annual performance bonus
Pension
Annual leave purchase scheme
Tyre purchase scheme
Bike to work scheme
Discounted Gym Membership
Mental Health and Wellbeing Scheme, Take ownership of assigned key accounts, acting as the primary point of contact for all day-to-day service activities.
Manage the end-to-end order process - from port of arrival, through portside services (PDIs, inspections, repairs, conversions), to final delivery - ensuring all activity flows through the NVD supply chain accurately and on time, in line with agreed service levels.
Act as the centre point of communication, coordinating across Sales, Operations, Transport, and Finance teams to ensure seamless service delivery and alignment.
Monitor customer activity and order progress, proactively identifying delays or issues and taking appropriate action to resolve or escalate.
Maintain accurate and up-to-date information using CRM and ERP platforms, ensuring full visibility across all stakeholders.
Send weekly service reports to clients, summarising performance, issues, and completed actions.
Host weekly account meetings with key customers to review service delivery, plan upcoming activity, and address any concerns.
Support the wider CX team with account updates, workflow optimisation, and service reporting.
Continuously identify and act on opportunities to improve service delivery, communication flow, and process efficiency.

Previous experience in customer service coordination, logistics, or service delivery roles
Strong communication skills - confident liaising with both internal teams and external customers
Able to work under pressure, manage competing priorities, and keep calm during busy periods
Comfortable with systems and technology - experience using CRM (e.g. Salesforce), ERP platforms, Excel
A problem-solver with attention to detail and a passion for process improvement
Self-motivated, reliable, and committed to providing exceptional service

A family-owned business, established in 1980, NVD was set up to assist vehicle manufacturers in the timely and incident free distribution of their products. We've established ourselves as a one stop shop providing the three main pillars of outbound logistics, including transporting, storing and enhancing our customers' vehicles, prior to delivery to their end location. Since 1980 NVD has been at the forefront of pioneering the digitisation of the FVL industry. As early adopters of emerging technology we have been able to introduce huge efficiencies saving time and money for our customers. Our unwavering commitment to progress and continual service improvement remains at the heart of our business today.