Join Metro – Where Innovation Meets Logistics Excellence
At Metro, we don’t just move freight - we move boundaries. Powered by cutting-edge technology and driven by passionate people, we deliver world-class import/export solutions across air, ocean, and road freight, as well as supply chain management and specialist services in retail, manufacturing, automotive and chemical sectors amongst others.
We’re looking for a Customer and Process Excellence Specialist to join our high-performing team based at our Birmingham Business Park HQ.
If you thrive off providing a great customer experience within the Logistics industry, love contributing towards corporate goals, and want to be part of a company that values innovation and growth - this is your next career move.
What You’ll Be Doing
As part of our Operational Performance team, you’ll be at the heart of ensuring our customers are successfully onboarded and consistently receiving the service they expect. You’ll work closely with internal teams and customers to monitor performance, analyse results, and make sure our operational delivery aligns with contractual obligations.
Your role will include:
· Leading and coordinating the onboarding of new customers, ensuring a seamless transition from implementation to live operations.
· Defining, tracking, and analysing customer KPIs and SLAs, producing clear performance insights and reports.
· Monitoring ongoing operational performance to ensure contractual, commercial, and service commitments are met.
· Investigating performance variances, identifying root causes, and working with operational teams to drive continuous improvement.
· Acting as a key point of contact for customers on performance matters, supporting reviews, governance meetings, and escalation management.
What You’ll Bring
We’re looking for someone who’s not just experienced, but passionate about providing a great service to our customers. You’ll need:
· Solid knowledge of logistics operations, supply chain processes, or freight forwarding environments.
· A sharp eye for detail and a clear understanding of the commercial impact of operational performance.
· The ability to work under pressure and meet tight deadlines in a fast-paced environment.
· Excellent communication skills—both written and verbal—with the ability to work across teams and with customers.
· Confidence using Microsoft Office and Windows systems (Cargowise & Monday.com experience is a plus).
· A proactive, team-oriented mindset with strong organisation and time-management skills.
· Enthusiasm, flexibility, and self-motivation, with a desire to drive improvement and add value.
Why Metro?
We believe in rewarding our people. Here’s a selection of what you’ll enjoy:
· Discretionary bi-annual bonus – because your success drives ours.
· Health & wellness perks – including gym discounts, retail offers, and more.
· Health cash plan – supporting your wellbeing.
· Octopus EV car scheme – drive electric, drive smart.
· Free parking – no stress, no cost.
· Respectful, inclusive culture – where your voice matters.
· Training & development – grow with us, every step of the way.
Plus, You’ll Enjoy:
· Career Mobility & Growth – We actively promote from within and offer clear pathways to progress into senior roles or explore other departments.
· Cross-Training Opportunities – Expand your skillset by working across different freight modes and supply chain functions.
· Fast-Paced, High-Impact Work – Be part of a team that thrives on energy, agility, and delivering results under pressure.
· Make a Global Impact – Help major international brands deliver on time, every time - your work keeps global supply chains moving.
· Tech-Driven Efficiency – Work with industry-leading systems like Cargowise and MVT to streamline operations and reduce manual tasks.