Customer Relations Manager

SUMMARY:
To ensure a consistent, transparent and high-quality management, administration, communication, coordination and delivery for the CRM department in the Warehouse and Logistics Services, and to ensure Sales administration functions are effectively managed.

POSITION INFO:

Customer Relations Manager

Area: Germiston. Gauteng

Remuneration: R35000 CTC p/m

Overview: To ensure a consistent, transparent and high-quality management, administration, communication, coordination and delivery for the CRM department in the Warehouse and Logistics Services, and to ensure Sales administration functions are effectively managed.

Duties:

Operational

• Gather data from various sources and analyse information (including volumes, revenue, complaints etc).
• Produce required CRM weekly, month end, annual and other strategic reports timeously.
• Provide summary KPI reports for all customers in the Warehouse and Logistics division.
• 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.
• Develop, implement and monitor processes.
• Investigate critical customer issues and recommend solutions.
• Plan and coordinate customer visits/functions.
• 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 personnel, including operations, IT and other management resources in order to meet account performance objectives and customers’ expectations.

Reports

• Ensure all reports are vetted and submitted on time:
  • Weekly Call Cycle
  • Weekly Robot report
  • Weekly CRM report
  • Customer reports
  • Monthly KPI reports with relevant Penalties where applicable
  • Accountabilities and Performance Measures
  • 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

Administration

• New Business Leads and Adhoc Quotes
• 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
• Customer Meetings & Petty Cash
• Facilitate customer meetings by booking the boardroom and setting up the refreshments and equipment for the day.
• 3 Rd 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
• Ensure payments remain on time as per the payment terms

Requirements:

• Minimum 5 years sales and marketing experience in logistics and/or warehousing being an advantage
• Advanced MS Office skills
• Knowledge of logistics/transport industry
• Understanding of customer requirements