Customer Relations Manager - Transport/Logistics
Area: Germiston. Gauteng
Remuneration : R35000 CTC p/m
Overview: To ensure a consistent, transparent and high-quality management, administration, communication, coordination and delivery for the CRM department in the Warehouse and Logistics Services, and to ensure Sales administration functions are effectively managed.
Duties:
Operational
- Gather data from various sources and analyse information (including volumes, revenue, complaints etc).
- Produce required CRM weekly, month end, annual and other strategic reports timeously.
- Provide summary KPI reports for all customers in the Warehouse and Logistics division.
- Manage the relationship with data intelligence, Customer service department and other relevant departments to ensure data is accurate to meet the CRM departments reporting and intelligence requirements.
- Resolve any issues as they arise.
- Develop, implement and monitor processes.
- Investigate critical customer issues and recommend solutions.
- Plan and coordinate customer visits/functions.
- Ensure customer satisfaction and problem resolution timeously.
- Work closely with the Customer Service Representatives to ensure customer satisfaction and problem resolution.
- Coordinate the involvement of personnel, including operations, IT and other management resources in order to meet account performance objectives and customers expectations.
Reports
- Ensure all reports are vetted and submitted on time:
- Weekly Call Cycle
- Weekly Robot report
- Weekly CRM report
- Customer reports
- Monthly KPI reports with relevant Penalties where applicable
- Accountabilities and Performance Measures
- Grow existing business with customer and introduce additional services to existing offering
- Maintain SLA agreements with Customers in terms of the following:
- Claims
- PODs
- Payment Terms
- Customer KPIs
- Achieve key performance indicators defined by HOD Customer Relations
- Complete customer plans aligned to Value strategy
- Maintain high customer satisfaction ratings aligned to Value strategy
- Manage key CRM reports Manage departmental processes aligned to Value strategy
- Manage Customer Intelligence Team
Administration
- New Business Leads and Adhoc Quotes
- Capture New Business Leads and allocate according to the area and service requirement
- Compile one pager adhoc quotes for New Business and CRM
- Keep a register of all new Adhoc quote submitted
- Customer Meetings & Petty Cash
- Facilitate customer meetings by booking the boardroom and setting up the refreshments and equipment for the day.
- 3 Rd Party Payment Management (Offloading Services, Pod Storage and Logistics Deliveries)
- Obtain invoicing and statement from 3rd Party
- Verify with department management
- GRV and send to Creditors for Payment
- Ensure payments remain on time as per the payment terms
Requirements:
- Minimum 5 years sales and marketing experience in logistics and/or warehousing being an advantage
- Advanced MS Office skills
- Knowledge of logistics/transport industry
- Understanding of customer requirements
