Client Services Manager (international freight forwarding)

SUMMARY:
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POSITION INFO:

Our Client in Johannesburg, has a permanent role for a Client Service Manager (Air & Ocean & Road Freight). Experience in International Freight forwarding is essential. This role falls within the Client Services and Africa Development division and will be reporting to the General Manager. This is a senior role.

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Objective of role: Oversee the daily operations of the CS, KAM’s & Forwarding Controllers, to ensure a high level of customer services is achieved. The Client Service Manager will have 20 direct subordinates reporting into this role.

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Accountabilities:

1. Client Relationship Management

· Executive management of key customers

· Visit clients regular to build & maintain relationships.

· Actively seeking extended business.

· Develop & sustain productive internal & external customer relationships

· Attend to client queries

· Attend client functions or entertain them where required

· Roster staff for rugby games and other client events

· Monitor client call report by the team

· Ensure the team visits clients and completes Cargo Wise and add to weekly reports to management

· Ensure staff circulate the WNL Flashes to clients updating them on the latest developments

2. Operations

· Manage & control the Customer Service team & all its processes, and ensure compliance to the same

· Ensure that customers are receiving world class service

· Ensure that staff give accurate, meaningful and timely information to clients

· Ensure that staff send out status reports as per the clients requirements

· Ensure staff update all client information in Cargo Wise

· Ensure staff update FI’s for existing clients and proposals, when required

· Monitor shipment volumes and count reports

· Provides figures to team and branch manager

· Create volume trend reports to be able to assist the team and clients

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1. Network Management

· Maintain relationships with key company network members and agents

· Assist in resolving issues and through appropriate escalation

2. Financial

· Manage and control branch and customer rates

· Ensure rate increases are communicated via team to customer base

· Attend debtors meetings and assist where clients do not pay due to operational queries

· Assist clients that talk to Client services regarding operational issue that impact on their finances

3. Process

· Analyse current practices and suggest best practice improvement

· Develop & streamline effective customer servicing strategies

· Update process flows of accommodate any changes implemented in the department

4. Staff

· Completed vacant position forms

· Recruit and appoint best candidates in vacant positions

· Continually be on the outlook for possible employees and keep their information at hand for future reference.

· Do periodic performance reviews with staff members.

· Identify training needs and arrange the required training to up skill staff in applicable areas.

· Administer annual and sick leave

5. Quality

· Ensure staff act professionally at all times with their interaction with clients

· Ensure that staff data entry meets company standards and expectations

· Ensure the company house rules are adhered to by all staff

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Education & Work experience required:

Knowledge & Experience

· Matric or equivalent of Senior certification

· Computer literate

· All modes – Air, Ocean & Road

· Minimum of 5 years’ experience in Freight Forwarding & Clearing

· Logistics Diploma or Degree would be advantageous

· Management position of at least 4 years in Freight Forwarding & Clearing

· Marketing experience

Skills

· Proficiency in the definition & analysis of business problems

· Strategic decision making

· Problem solving

· Outcome orientated

· Attention to detail

· Sense of initiative

· Collaborative approach

· People Skills

· Ability to work under stress

· Coaching

· Ability to interpret information and draw meaningful conclusions

· Work standards

Attributes

· Managing conflict: Dealing effectively with others to reduce tension or conflict

· Planning & organising: Establishing courses of action to ensure that work is completed efficiently

· Contributing to team success: Actively participating as a member of a team to move the team towards completing a goal

· Customer focus: Develop and sustain productive internal & external customer relationships

· Tenacity: Staying with a position or plan of action until the desired objective is obtained

· Communication: Setting up ongoing procedures to collect and review information needed to manage activities

· Managing work: Effectively managing one’s time and resources to ensure that work is completed efficiently (includes time management)

· Stress tolerance: Maintaining stable performance under pressure or opposition

· Work standards: Assuming responsibility and accountability for successful completing assignments or tasks

Training

• Induction
• Quality Training

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NB! This job is now closed. You can apply for other jobs by uploading your CV.