Key accounts manager

1 month ago

Johannesburg, South Africa City Logistics Full time

Location: Johannesburg

Contract: Permanent

Remuneration: Market Related

EE position: No

About our company

City Logistics understands supply chains and the importance of adding maximum value, as well as providing cost-effective solutions and the highest service levels. Our extensive network throughout Southern Africa has been developed over 30 years, offering an exclusive supply chain solution, specializing in client and fleet requirements. This typically consists of a dedicated pool of vehicles and staff customized to the client’s operational needs, enabling the client to share the benefits of our procurement, maintenance and risk management capacity. We are passionate about what we do, passionate about Retail and service excellence. Let us be part of your solution.

Introduction

We currently have an opportunity for a Key Accounts Manager to join our dynamic team, Fastway Couriers. The Key Accounts Manager will play a crucial role in managing and optimizing the relationship between our company and Key clients. This role involves handling various tasks related to order management, performance reporting, and client support, ensuring smooth operations, and resolving any issues that may arise. The ideal candidate will possess strong analytical skills, attention to detail, and the ability to handle multiple tasks efficiently.

Key Responsibilities

Client Support & Order Management:

- Assist with client queries, providing timely and accurate responses.
- Maintain and manage the client orders database, including FMS exports, SFTP Delivered Files, and DC barcode files.
- Oversee the Induction team, assist with inductions, and manage timesheets and rosters.
- Handle daily received and delivered dates, batch requests, and FOB requests.
- Provide specific feedback on ad hoc box receipts versus delivered dates and status on batch orders.
- Resolve outstanding orders from client system to WAY.
- Advise operations and network on problematic parcels and facilitate updates or resolutions.

Performance Reporting:

- Prepare client performance reports on a weekly, monthly, quarterly, and annual basis.
- Retain all relevant data and documents for performance reports, including adjustments, delivery check reference files, and performance working files.
- Conduct deep-dive analysis on discrepancies or concerns and report trends of poor performance.
- Assist with queries, aged reports, outstanding POD reports, and delivery tracking in absence of relevant persons.

Operational Efficiency:

- Manage client RF to RF batching on FMS for under-ticketing and misdirect charges.
- Provide feedback to clients regarding address corrections to improve routing.
- Update and check TSS for efficient routing of client orders.
- Assist with creating and updating How-To guides or SOPs and changes in operational procedures.
- Maintain current client SDR listing and postal code allocation lists for WAY.

Consignment Management:

- Log non-retail account client consignments and provide monthly reconciliations regarding authorization.
- Monitor and report on the collection and delivery status of consignments.

KPI Monitoring & Meetings:

- Participate in weekly KPI meetings with clients.
- Ensure consistency and accuracy in consignment status feedback to client via SFTP.
- Assist with monitoring Fastway Printing apps and system background scripts, reporting any irregularities to the IT team.
- Assist with maintaining the Scheduled Delivery Run list and report deviations to the RF and compliance teams.

Customer Query Resolution:

- Utilize existing database report outputs to fulfill customer requirements or improve work efficiencies.
- Assist with KPI performance measurements and advise JNB RF on necessary actions.

Minimum Requirements

- Grade 12 / Matric
- Bachelor’s degree in business management, or a related field is advantageous
- 3 to 5 years’ experience in a key account management position or similar.
- Strong analytical skills and experience with performance reporting and database management.
- People management skills (Strong teamwork and leadership capabilities).
- Excellent communication and interpersonal skills.
- Ability to manage multiple tasks and projects simultaneously in a fast-paced environment.
- Proficiency in using various software applications, including database systems and reporting tools.
- Proficient in Microsoft Office Suite (Excel, Word, PowerPoint).
- Detail-oriented with strong organizational abilities.
- Ability to analyze data and provide actionable insights.

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