Senior Manager: Client Services

SUMMARY:
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POSITION INFO:

Location: Brentwood Park

Synopsis (your brief)

• Looking for a rainmaker who can spot and develop new opportunities.
• Strong logistics & supply chain business acumen.
• Able to pick up client issues fast and offer solutions confidently.
• Strong management and leadership to run a solid team.

Role purpose

• Lead the Client Services team within the logistics department, ensuring service excellence across all touchpoints, strong key account management, smooth logistics coordination, staff development, and continuous improvement aligned to company goals and SLA/KPI requirements.

Reporting & team

• Reports to: Divisional Director: Client Services
• Direct reports: Account Executives, Customer Service Centre Agents, Customer Service Centre Supervisor
• Location: Brentwood Park

Key responsibilities (more detail, still condensed)

1) Customer Relationship Management

• Main point of contact for key customer accounts; manage expectations and resolve escalations.
• Build strong relationships (client functions + business reviews).
• Track customer satisfaction metrics; implement action plans to improve service.
• Analyse feedback and logistics performance data; recommend and implement improvements.
• Identify and pursue cross-selling opportunities in the existing base (and hunt new ones where possible).

2) Logistics & Operational Coordination

• Oversee end-to-end order-to-delivery to ensure on-time, accurate fulfilment to SLAs/KPIs.
• Coordinate with warehouse, transport and planning to meet/exceed service expectations.
• Ensure proactive communication on order status, returns and delivery tracking.
• Ensure timely processing of client invoices as per SLA/KPI agreements.
• Maintain consistent communication with other branches/divisions.

3) Team Leadership & Performance

• Lead the team with clear objectives and accountability.
• Coach/mentor through performance reviews and goal setting.
• Drive alignment to company values, policies and procedures.
• Manage discipline and motivation in line with the code of conduct.

4) Training & Development

• Identify skill gaps and roll out targeted training.
• Ensure mandatory and soft-skills training is completed on time.
• Support development through learning + mentorship.
• Work with HR on recruitment, promotion, retention and performance processes.

5) Admin, Compliance, Safety & Security (EHS)

• Oversee customer service admin and resourcing/workload planning aligned to client contracts.
• Ensure compliance with statutory requirements and manage relevant external bodies where needed.
• Ensure safety/security of cargo, equipment and personnel.
• Maintain access/egress controls, enforce PPE compliance, lead safety audits, and act on incidents/non-compliance.

Decision-making

• Take corrective action within agreed authority limits.

Minimum requirements

• Grade 12
• Diploma/Bachelor’s in Logistics / Supply Chain / Business Admin (required)
• Advantage: SAPICS, APICS, Lean Six Sigma (or similar)

Experience/profile

• 10+ years customer service or operations management in logistics/transport/supply chain.
• 7+ years people leadership (performance management + training).
• Proven key account, SLA management, and escalation handling experience.
• Strong cross-functional coordination (warehouse/transport/planning/admin).
• Strong problem-solving, decision-making, detail, organisation, communication.
• Competent with logistics systems + CRM tools.
• Solid understanding of compliance requirements (OHS, safety/security protocols) and using data to drive improvement.

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