Customer Relations Manager

4 weeks ago

Johannesburg, South Africa Watershed Consulting Full time

Qualifications:

  • Minimum 5 years of sales and marketing experience at a strategic level in a B2B environment.
  • Logistics/warehousing experience is an advantage.
  • Advanced MS Office skills and strong analytical, management, and leadership abilities.
  • Excellent communication, administrative, and organizational skills.

Skills & Knowledge:

  • Understanding of logistics/transport industry and operational processes.
  • Strong computer literacy and report compilation skills.

Job Overview:

The Customer Relations Manager is responsible for ensuring consistent, transparent, and high-quality management, administration, communication, and delivery of CRM functions within Warehouse and Logistics Services.
This role involves taking ownership of key strategic reports, overseeing CRM processes, and managing sales administration to enhance operations, reduce costs, and improve customer service.

Key Responsibilities:

  • Data Analysis & Reporting: Collect and analyze data (volumes, revenue, complaints, etc.). Prepare and deliver CRM reports (weekly, monthly, annual) and summary KPI reports for stakeholders. Identify opportunities for value addition.
  • Relationship & Process Management: Collaborate with data intelligence, customer service, and other departments to ensure data accuracy. Develop and monitor processes in line with company strategy to enhance CRM efficiency and effectiveness. Address and resolve customer issues promptly.
  • Customer Relations: Investigate critical customer issues, recommend solutions, and coordinate customer visits/functions. Work closely with Customer Service Representatives to ensure customer satisfaction and timely problem resolution.
  • Cross-Functional Coordination: Engage with operations, IT, and other management resources to meet account performance objectives and customer expectations.
  • Reporting & Administration: Ensure timely submission of all CRM reports, including weekly call cycles and monthly KPIs. Manage sales administration tasks, including new business leads, ad hoc quotes, and third-party payment management.

Accountabilities:

  • Expand business with existing customers and introduce new services.
  • Maintain SLA agreements, including claims, PODs, payment terms, and customer KPIs.
  • Achieve KPIs set by HOD Customer Relations and maintain high customer satisfaction ratings.
  • Manage CRM processes and key reports aligned with company strategy.

Behavioural Competencies:

  • Proactive, disciplined, and self-motivated.
  • Strong attention to detail, accuracy, and deadline-driven.
  • Excellent problem-solving and customer-focused mindset.

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