Customer Relations ManagerArea: Germiston. GautengRemuneration: R35000 CTC p/mOverview: 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 CycleWeekly Robot reportWeekly CRM reportCustomer reportsMonthly KPI reports with relevant Penalties where applicableAccountabilities and Performance Measures Grow existing business with customer and introduce additional services to existing offeringMaintain SLA agreements with Customers in terms of the following:ClaimsPODsPayment TermsCustomer KPIsAchieve key performance indicators defined by HOD Customer RelationsComplete customer plans aligned to Value strategyMaintain high customer satisfaction ratings aligned to Value strategyManage key CRM reports Manage departmental processes aligned to Value strategyManage Customer Intelligence TeamAdministration New Business Leads and Adhoc QuotesCapture New Business Leads and allocate according to the area and service requirementCompile one pager adhoc quotes for New Business and CRMKeep a register of all new Adhoc quote submittedCustomer Meetings & Petty CashFacilitate 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 PartyVerify with department managementGRV and send to Creditors for PaymentEnsure payments remain on time as per the payment terms Requirements:Minimum 5 years sales and marketing experience in logistics and/or warehousing being an advantageAdvanced MS Office skillsKnowledge of logistics/transport industryUnderstanding of customer requirements
