Job Summary
1. Key Performance Indicators:
Customer Service
- Measure & Improve Customer Service levels and Customer Satisfaction for all Linehaul clients incl all new clients.
- Establish productive, professional relationships with key personnel in assigned customer accounts.
- Forms part of the team around solution development efforts that best addresses customer's needs, coordinating with Linehaul Ops, X Dock/Secondary networks, Commercial & any other related support functions.
- Setting up and ensuring clear communication channels exist between, Internal as well as external stakeholders.
- Manage all aspects of clients - Key Accounts. ensure customer stats are prepared and updated as required.
- Conduct regular customer visits and provide updates and reports as required.
- Manage and maintain customer relationships as best as possible and as mandated by Exec.
KPI's
- KPI achievement to be inline & exceed customer targets.
- Daily monitoring of KPI activities by key account, and formally address non conformance
- KPI packs to be developed and maintained for all customers, this will include details such as number of loads, routes, loading/offloading times, supply vs ordered, on time supply, TAT etc.
- KPI Packs to be standardised and relevant info shared daily, weekly & monthly. This will include info sharing at the weekly profit plan meetings.
- KPI's to be maintained at targets defined by the customers. Plans to be put into place should KPI's be off target.
- Continuous improvement to improve status of KPI's
- Driver, Truck productivity reporting & improvement in collaboration with linehaul operational management team
- Reporting on performance of drivers, trucks.
- These will need to be transitioned to the BI Tool & will monitor and reporting on Plato and fleet vision discipline.
Business Development
- Participate in canvasing clients and developing the customer development playbook
- Onboarding new clients & ad hoc clients
- Assisting in finding ad hoc linehaul opportunities.
- Seek 4pl opportunities and manage customers and suppliers
Billing & Delivery Notes
- Assist finance in ensuring billing completeness. Check against contract.
- Accurate log of all relevant information to be recorded and provided to finance to bill standing time, overtime, cancellations etc. by customer.
- Oversight of Delivery notes team
- Any other duties and ad-hoc
- ISO 9001-2015 knowledge &
- Competencies:
- Must be able to work under pressure,
- Dynamic, innovative and structured individual,
- Excellent written and verbal communicational skills,
- Excellent Telephone etiquette
- Professional, hardworking, fast learning individual,
- Microsoft Office
- Ability to work within a
- Advanced level of Microsoft excel, statistics preparation & analytical reporting.
- Qualifications:
- Minimum of 4-5 years’ experience in a similar role within the logistics industry at management level,
- Relevant tertiary qualification or studying towards one essential,
