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:

o   Weekly Call Cycle

o   Weekly Robot report

o   Weekly CRM report

o   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

·         POD’s

·         Payment Terms

·         Customer KPI’s

·         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