Client Success Partner

SUMMARY:
Job Title: On-Site Client Success Partner
Department: Customer Services
Reports to: Customer Service Supervisor
Location:  Modderfontein
Employment Type: Permanent
Hours of Work: 09h00 – 18h00 (Monday to Friday) or as per customer requirement; overtime may be required during peak volumes.

POSITION INFO:
Job Purpose
To act as the dedicated on-site representative of our client, ensuring all courier-related processes for the customer are managed with accuracy, professionalism, and efficiency. The role combines operational execution, customer service, relationship management, POD compliance, and SLA monitoring.

Key Duties & Responsibilities

Operational Support

• Capture all customer waybills accurately (including dimensions, weights, and service requests).
• Monitor and track deliveries, ensuring discrepancies are resolved promptly.
• Manage cut-off times and communicate them effectively to the customer.
• Ensure documentation accuracy and compliance with courier and regulatory requirements.
• Send daily delivery tracking report to the customer.

• Verify that all POD images are uploaded to the system within SLA.
• Conduct weekly proactive POD handovers to the customer, ensuring timely receipt and completeness.

• Serve as the main point of contact for all courier-related queries and requests.
• Conduct weekly operational check-ins and monthly SLA review meetings with the customer.
• Escalate risks and communicate proactively on delivery delays, exceptions, and urgent matters.
• Provide feedback to internal teams to ensure continuous improvement.

• Track SLA adherence (on-time and in-full delivery) and escalate when thresholds are at risk.
• Analyse delivery, routing, and POD data to identify performance gaps and recommend solutions.
• Provide customer with insights into delivery trends, routing efficiency, and cost-saving opportunities.

• Identify potential service growth opportunities at the customer site.
• Share leads and opportunities with the client's Sales team.
• Act as a brand ambassador to promote trust, efficiency, and growth in the relationship.

• Service Delivery Accuracy
• Customer Relationship & Communication
• POD & SLA Compliance
• Reporting & Data Analysis
• Business Opportunity Identification

• Matric (Grade 12); tertiary qualification in logistics or customer service advantageous.
• At least 2 years’ experience in courier/logistics/customer service.

• Strong computer literacy (MS Office, especially Excel; courier tracking systems).
• Knowledge of courier routing, POD compliance, and SLA standards.
• Valid driver’s license (advantageous).

• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving ability.
• Independent, reliable, and self-managed.
• Customer-focused with a proactive “yes” attitude.
• Attention to detail and ability to multitask under pressure.

• Professional, trustworthy, and customer oriented.
• Calm under pressure and adaptable to change.
• Solution-driven and resilient.

• On-site at the customer’s facility; desk-based with regular interaction with customer staff.
• May require extended hours, occasional weekend work, or light package handling.
• Adherence to customer’s health & safety protocols.

• Maintain confidentiality of all customer and company data.