Key Accounts Manager

KEY RESPONSIBILITIES

1. Customer Relationship Management

• Build and maintain strong relationships with customers and key operational contacts.
• Develop an understanding of each customer's business, seasonal cycles, commodities, routes and logistics requirements.
• Conduct regular customer visits, calls and account reviews.
• Maintain consistent communication during normal operations and periods of disruption.
• Ensure customer queries and complaints are followed through to successful resolution.
• Identify customers at risk of reducing volumes and proactively address concerns.
• Maintain relationships beyond peak season and identify opportunities for ongoing business.

2. Business Development & Account Growth

• Identify new customer opportunities and growth opportunities within existing accounts.
• Understand potential routes, volumes and customer service requirements.
• Increase the company's share of wallet within existing customer accounts.
• Identify opportunities outside traditional peak seasons to support year-round fleet utilisation.
• Track quotations and opportunities through to successful conversion.
• Develop and maintain strong commercial relationships with customers.

3. Forecasting & Commercial Planning

• Obtain customer forecasts and expected seasonal volumes.
• Understand anticipated routes, peak periods and capacity requirements.
• Communicate forecasted requirements to Planning and Operations well in advance.
• Prepare, issue and follow up on quotations and rate proposals.
• Maintain accurate, customer-specific rate sheets.
• Understand base rates, fuel adjustments and applicable surcharges.
• Negotiate rates within approved commercial parameters and escalate larger commercial decisions when required.

4. Customer Onboarding & Credit

• Issue and follow up on customer credit applications.
• Obtain all required company and supporting documentation.
• Follow up internally to ensure credit applications are processed and approved.
• Confirm approved credit limits and payment terms with customers.
• Ensure customer master data is accurately captured.
• Ensure agreed rates and surcharges are correctly loaded.
• Obtain operational contacts and escalation details.
• Confirm customer invoicing requirements.
• Ensure Transport Agreements and Terms & Conditions are completed where required.

5. Operational & Capacity Coordination

• Ensure Planning and Operations have a clear understanding of customer requirements.
• Coordinate customer changes and requirements with Planning.
• Maintain an understanding of available fleet capacity.
• Identify potential capacity shortages based on customer forecasts.
• Assist in identifying additional transport service providers where required.
• Escalate potential capacity constraints before they result in service failures.

6. Service Execution & Problem Resolution

• Monitor important, sensitive and high-risk transport movements.
• Maintain proactive communication with customers regarding operational progress and exceptions.
• Identify potential service failures at an early stage and escalate appropriately.
• Coordinate recovery plans where service execution is at risk.
• Ensure operational issues and customer complaints are followed through to final resolution.
• Maintain a high level of customer service throughout the transport process.

REQUIREMENTS

• Grade 12 / Matric.
• Tertiary qualification in Sales, Logistics, Transport, Operations or a related field.
• Previous experience in customer service, sales support, logistics, transport or a similar service-based environment.
• Strong communication and relationship-management skills.
• Excellent customer-service and interpersonal skills.
• Commercial awareness with the ability to identify business development opportunities.
• Strong organisational, follow-up and problem-solving abilities.
• Excellent attention to detail.
• Computer literate, including Microsoft Office and relevant operational systems.
• Valid driver's licence.
• Willingness and ability to travel within the Western Cape.

KEY COMPETENCIES

• Customer-focused
• Relationship building
• Business development
• Commercial awareness
• Problem-solving
• Negotiation skills
• Planning and organisation
• Strong follow-through
• Communication skills
• Attention to detail
• Ability to work under pressure
• Team collaboration