Recruitment Of Client Relationship Manager At Trans-Nationwide Express Plc (TRANEX), Lagos

Trans-Nationwide Express Plc (TRANEX) is a leading Logistics Company engaged in domestic and International Express delivery, haulage, freight and other ancillary transportation and storage services.

Title: Client Relationship Manager

Location: Lagos

Job Status: Full Time

Report to: GM, Corporate Services

Unit / Department: Customer Service

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.

Deadline: Not Specified.

How to Apply: Interested and qualified candidates 

should send their Applications to: careers@tranex-ng.com using the Job Title as the subject of the email.