Cal - Courier & Logistics
Key Account Coordinator
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Key Account Coordinator
Customer service & account support | Full-time, permanent
Reports to: Operations Manager
Location: Cal North (Warrington), office based
Hours: Full-time, with shared responsibility for our 24/7/365 service promise
About Cal
Cal is a dedicated courier and logistics provider built around one idea: service means everything. We are fresh, bright and different, and we bring a warm, personal approach to a corporate world that too often settles for call queues and hidden fees.
We handle demanding supply chains for clients such as United Utilities, New Balance and DHL, across same-day, two-man white glove, international and haulage services. We operate 24/7/365 from two hubs, Cal North in Warrington and Cal South in Devizes, with dedicated account teams and transparent, fixed pricing.
Four values guide everything we do: be dependable, be responsive, be dynamic, be personal. This is the role where those values meet the customer.
The Role
We are looking for an experienced customer service professional to take ownership of the day-to-day service experience for a group of key accounts. This is a service-first role, not a sales role. Your job is to be the dependable, responsive point of contact that clients trust to get things right, every time.
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You will manage bookings, updates and queries from end to end, keep our CRM accurate and up to date, and work closely with drivers to make sure jobs run smoothly. When something goes wrong, and in logistics it occasionally does, you are the calm, proactive person who keeps the customer informed and sees it through to a resolution.
We need someone who can be trusted to work with minimal supervision, hold their nerve under pressure, and be a credit to Cal in every interaction.
What You'll Do
- Own the account relationship: be the dedicated day-to-day contact for a group of clients, building trusted, personal working relationships.
- Coordinate deliveries end to end: take bookings, arrange collections and deliveries, and keep customers updated on progress.
- Resolve issues quickly: handle queries, delays and exceptions calmly, keep clients informed, and see each case through to a clean resolution.
- Keep the CRM accurate: maintain customer records, job details, pricing and account notes so nothing slips.
- Work with operations: liaise with drivers, hub teams and planners to make sure jobs are covered, on time and to Cal's standards.
- Protect the service promise: share responsibility for our 24/7/365 cover, so key accounts always have a responsive point of contact.
- Improve how we work: flag recurring problems and suggest better ways of doing things.
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What We're Looking For
Essential:
- Proven experience in a customer service, client support or account coordination role, ideally in logistics, courier, transport or another fast-paced service business.
- A confident, professional communicator who stays calm under pressure and enjoys looking after people.
- Well organised, with strong attention to detail and the ability to juggle competing priorities.
- Comfortable with CRM systems and general office software, and quick to learn new tools.
- Trustworthy and self-motivated, able to take ownership and work with minimal supervision.
- A problem-solver who takes pride in getting things right for the customer.
Desirable:
- Experience managing or supporting named accounts.
- Knowledge of same-day, white glove, international or haulage logistics.
- Experience in a 24/7 or shift-based service operation.
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