Customer Success Specialist

2 weeks ago

City of Johannesburg Metropolitan Municipality, South Africa Reload Logistics Full time

Role Overview Reload Logistics, a fast-growing leader in Southern African freight forwarding, is seeking a Customer Success Specialist to drive a positive customer experience. You will support key clients post-operations, manage accounts, and identify growth opportunities through cross-selling, up-selling, and contract renewals. You will also work closely with internal teams to resolve issues, enhance client satisfaction, and drive profitability. Key Responsibilities Account Management: Manage key accounts, ensuring satisfaction and growth. Performance & KPI Monitoring: Track account performance and identify improvement areas. Financial Support: Assist with overdue payments and related customer queries. Query & Issue Resolution: Resolve customer queries and elevate operational issues. Demurrage & Pricing Support: Manage claims and provide basic pricing assistance. Operational Support & Allocation: Ensure smooth service delivery and manage monthly allocation. Issue Identification: Identify recurring service issues for intervention or product improvement. Optional: Use dashboards to monitor and communicate performance internally and externally. Mandatory Requirements African Logistics Experience: Proven operations experience in Africa, understanding cross-border regulations and infrastructure. Commodities Expertise (Metals & Minerals): Knowledge of industry standards, documentation, and transport risks. Cross-Cultural Communication: Effective communication across diverse cultures; English fluency required; other African languages advantageous. Risk Management & Compliance: Understanding of logistics risk management, anti-corruption, environmental, and safety regulations. Negotiation & Problem-Solving: Strong negotiation skills and ability to solve complex logistics challenges. Software Proficiency: Experience with LMS, ERP, and track-and-trace technologies. Why These Are Critical Local logistics knowledge, commodity expertise, cultural communication, and proactive risk management are essential to navigate Africa’s complex and unique freight landscape. #J-18808-Ljbffr

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