Client Service Manager Air/Ocean

Recruiter:

PDS Consulting

Job Ref:

PDS 040

Date posted:

Friday, August 13, 2021

Location:

Johannesburg, South Africa

Salary:

Salary is negotiable with benefits

SUMMARY:
Client Service Manager Air/Ocean / Road,

POSITION INFO:

International Freight Forwarding company is seeking the following Candidate.

Oversee the daily operations of the CS, KAM’s & Forwarding Controllers, to ensure a high level of customer services is achieved

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 Company News to clients updating them on the latest developments

Operations

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

Network Management

Maintain relationships with key Rhenus network members and agents
Assist in resolving issues and through appropriate escalation

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

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

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

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

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

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