Job Description

Customer Relations Manager - Transport/LogisticsArea: Germiston. GautengRemuneration: R35000 CTC p/mOverview: 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

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