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 PODs Payment Terms Customer KPIs 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
