Client Relationship Manager at Tranex

Job Functions

• Manage Proof of Delivery (POD) collection and distribution processes.
• Ensure accurate data management activities.
• Management of assigned key accounts for patronage sustainability.
• Acquire new clients through tele-sales, emails and retaining existing clients through excellent relationship management to strengthen the Head Office Express Centre.
• Management of clients’ information including telephone calls, responses to e-mail, etc.
• Build and maintain cordial relationship with clients and staff
• Liaise with Company’s Foreign Partners and maintain good Company’s Public Relations.
• Monitor and report on delivery performance and discrepancies from Operations Department and out-stations.
• Manage PODs, pickups and delivery updates, and resolve issues related to customer’s complaint(s).
• Monitoring Company’s performance against Service Level Agreement (SLA) with clients and flagging potential issues.
• Ensure that all Company’s business activities are conducted with honesty, integrity and with the highest possible ethical standards without engaging in any form of bribery or corruption.
• Work closely with Business Managers; escalate and resolve areas of concern as thrown up by clients.
• Organize quarterly training for Customer Service Unit Team and CSRs to improve skills.
• Ensure that all work-related risk factors are regularly assessed, evaluated, and recommended treatment actions implemented to mitigate against potential financial loss to the Company.
• Ensure that undelivered shipments are promptly handled, and enquires/queries regarding clients are addressed.
• Any other assignment as may be assigned.

Job Deliverables/(KPIs)

• Data Entry Clerks must key enter 100% of their targeted daily entries.
• Both internal and external customers’ complaints must be addressed 80% and above monthly.
• PODs/acknowledgement copies return must be 100% within any given period
• Ensure cordial relationship exists between CSRs and Customers at all time.
• Acquire new clients through tele-sales, emails.
• Submit a monthly report on Customer Feedback.
• Retaining existing clients through excellent relationship management in a bid to ensure a maximum of 10% client loss in a year.
• Monitor the number of returned shipments.
• Ensure customers’ satisfaction at all times.
• At least one visit in a year to key clients.
• Conduct a bi-annual Customer Survey of our Top 20% clients that make up 80% of our revenue.
• Organize quarterly training for Customer Service Unit Team and CSRs to improve skills.
• Submit a yearly Strategic Plan on Improved Customer Service. This should be submitted latest 30th of November of the current year.
• Establish good relationship with operation department (key).

Person Specification

• Personable & committed to total quality service to ensure customers’ satisfaction at all times.
• Honesty and integrity as behavioural competence is of essential requirement.
• Team work - Ability to work cooperatively and collaboratively with all levels of employees, management, and external agencies to maximize performance and get results.
• Innovative - creative and ability to distil ideas to actionable steps that impact culture and capability
• Socially responsible within our sphere of influence & operations.
• Be entrepreneurial, adaptable and able to work on own initiatives, handle changes and stress
• Be performance driven and goal oriented
• Ability to communicate (Verbal & written)
• Strong negotiation skill
• Hands-on individual with strong work ethics.
• Organizing and prioritizing
• Attention to detail and accuracy
• Ability to maintain confidentiality
• Ability to apply judgment
• Information management skills
• Problem-solving skills
• Numerate and analytical skills.