Responsibilities will include but are not limited to:
• Be the customer advocate within the company and the company advocate within the customer.
• Take ownership of and continuously manage SOP's and the MOP to ensure they reflect customer requirements, are carried out accordingly and all stakeholders adequately trained.
• Generate and manage relevant customer specific reports;
• Initiate and manage the root cause analysis process for all non compliances to actively provide corrective actions and drive improvements.
• Conduct regular performance and business reviews (OBR's, Annual Reviews and follow-ups)
• Ensure company performance within KPI parameters and engage with all stakeholders to correct action where required.
• Monitor and manage customer profitability; take initiatives to increase profitability and manage the customer cost saving expectations.
• Support with the acquisition and implementation of new business from RFQs and other tenders.
• Constant support and optimisation of operational process for existing business in close operation with the NKAM’s and GKAM’s where applicable.
• Management of EDI, reporting, billing and rates for clients.
• Escalation Management for Key Accounts in close cooperation with the responsible Key Account Managers as well as the operational departments and QSHE.
• Development, creation and analysis of quality statistics to identify source or errors & potentials for optimisation.
• Provide operational support where required to reduce risk factors.
Your skills and experience
• Relevant commerce degree/diploma will be a distinct advantage.
• Minimum 5 years relevant experience in freight forwarding industry with exposure to the international environment.
• NB: For the Seafreight OKAM position the candidate must have Chemical; Industrial; Agricultural; Mining Experience
• Knowledge of any of the FMCG, Automotive, Industrial and Agricultural verticals will be a distinct advantage
• Service oriented and able to drive root cause analysis and problem resolution
• Strong verbal and written communication and presentation skills especially in English.
• Self-disciplined and self-motivated to achieve targets.
• Excellent understanding of the seafreight market and ability to research, analyse and interpret trends through advanced data manipulation in Excel
• Ability to work in a team and proactively share information to enable customer excellence.
• Proven-in depth understanding of relevant statutory requirements for the seafreight import and export markets.
• Candidates must be South African citizens or hold applicable work permits to work in the country. Suitable candidates will be subject to relevant background checks to ensure internal governance and customer requirements are fulfilled.