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Customer Relations Manager

2 months ago

germiston, South Africa Adzuna ZA B C2 Full time

Customer Relations Manager

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