Customer Relations Manager

3 weeks ago

Germiston, Gauteng, South Africa Watershed Consulting Full time
{"title": "Customer Relations Manager", "description": "Job Summary

We are seeking a highly skilled Customer Relations Manager to join our team at Watershed Consulting. The successful candidate will be responsible for ensuring a consistent, transparent, and high-quality management of the CRM department in the Warehouse and Logistics Services.

Key Responsibilities
  • Operational
    • Gather data from various sources and analyze information to identify trends and areas for improvement.
    • Produce required CRM reports in a timely manner.
    • Provide summary KPI reports for all customers in the Warehouse and Logistics division.
    • Manage relationships with data intelligence, customer service department, and other relevant departments to ensure accurate data.
    • Resolve any issues that arise.
    • Develop, implement, and monitor processes to improve efficiency and effectiveness.
    • Investigate critical customer issues and recommend solutions.
    • Plan and coordinate customer visits/functions.
    • Ensure customer satisfaction and problem resolution in a timely manner.
    • Work closely with customer service representatives to ensure customer satisfaction and problem resolution.
  • Reports
    • Ensure all reports are vetted and submitted on time.
    • Grow existing business with customers and introduce additional services to existing offerings.
    • Maintain SLA agreements with customers in terms of claims, PODs, payment terms, and customer KPIs.
    • Achieve key performance indicators defined by the HOD Customer Relations.
    • Complete customer plans aligned to the Value strategy.
    • Maintain high customer satisfaction ratings aligned to the Value strategy.
  • Administration
    • New Business Leads and Adhoc Quotes
    • Capture new business leads and allocate according to area and service requirement.
    • Compile one-pager adhoc quotes for new business and CRM.
    • Keep a register of all new adhoc quotes submitted.
    • Customer Meetings & Petty Cash
    • Facilitate customer meetings by booking the boardroom and setting up refreshments and equipment.
    • 3rd 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.
    Requirements
    • Minimum 5 years sales and marketing experience in logistics and/or warehousing.
    • Advanced MS Office skills.
    • Knowledge of logistics/transport industry.
    • Understanding of customer requirements.
    ", "lang_code": "en"}

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