Customer Relations Manager

SUMMARY:
CUSTOMER RELATIONS MANAGER
Location: East Rand
Contract type:  Permanent

POSITION INFO:
Well known logistics company based in the East Rand is looking to hire a Customer Relations Manager to be responsible for ensuring a consistent, transparent and high-quality management, administration, communication, coordination and delivery for the CRM department in the Warehouse and Logistics Services as well as any other services that the customer may utilize. Responsible for taking ownership for the end-to-end delivery of key strategic reports and to be the custodian for the CRM department’s processes and procedures.
In addition to this ensure Sales administration functions are effectively managed to improve operations processes, reduce associated cost and improve customer service offering

MINIMUM REQUIREMENTS

• Minimum 5 years sales and marketing experience on a strategic level in a business to business environment with an operational background in logistics and/or warehousing being an advantage
• Excellent communication skills
• Advanced MS Office skills

• Above average computer literacy
• Compile required reports
• Analytical
• Excellent administrative skills
• Excellent management and leadership skills
• Strong written and communication skills

• Gather data from various sources and analyse information, this includes volumes, revenue, complaints etc.
• Produce required CRM weekly, month end, annual and other strategic reports timeously for stakeholders of the CRM department. Proactively identify area where value may be added
• Provide summary KPI reports for all customers in the Warehouse and Logistics division as well as other related services as per agreed customer expectation
• 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
• Maintain a strong knowledge and understanding of the data available for usage
• Develop, implement and monitor processes with the support and approval of the HOD Customer Relations to ensure efficiency and effectiveness within the CRM department
• Processes are to be aligned to company strategy and aimed at meeting customer expectations
• Investigate critical customer issues and recommend solutions for customers HOD Customer Relations
• Plan and coordinate customer visits/functions in line with Value customer visit policy
• 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 Value personnel, including operations, IT and other management resources in order to meet account performance objectives and customers’ expectations

• Weekly Call Cycle
• Weekly Robot report
• Weekly CRM report
• Customer reports requested from Time to Time
• Monthly KPI reports with relevant Penalties where applicable

• Grow existing business with customer and introduce additional services to existing offering
• Maintain SLA agreements with Customers in terms of the following:
• Claims
• POD’s
• Payment Terms
• Customer KPI’s
• 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

• 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

• Facilitate customer meetings by booking the boardroom and setting up the refreshments and equipment for the day